Supervisor, Workforce Management

About the role

Care.com is a consumer tech company with heart. We're on a mission to solve a human challenge we all face: finding great care for the ones we love. We're moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that. Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we're applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you're all about using your talent for good, Care.com is the place for you. Office: 2801 N Central Expy, Dallas, TX 75204.

Responsibilities

• Serve as the day-to-day point of contact for the BPO partner workforce team, ensuring consistent execution against agreed staffing plans and stated Trust & Safety policies and procedures
• Own the BPO performance cadence, scorecards, and follow-up on corrective actions or staffing gaps
• Monitor real-time queue performance, staffing, and adherence across BPO partner sites, adjusting as needed to hit SLAs and KPIs
• Operate within established Trust & Safety policies and queue-prioritization, escalating policy or complex decisioning questions to the appropriate manager(s)
• Support the manager in refining team processes and guidelines based on operational data and trends
• Coordinate BPO readiness around updated workflows, product/ policy launches, outages, unplanned absenteeism, and peak periods
• Assist with onboarding new BPO sites or agents, regarding both systems as well as content knowledge
• Identify and escalate system bugs or process breakdowns affecting the agent and/ or member experience

Qualifications

• 3-5 years of experience in workforce management or a related content (Trust & Safety) role
• Strong communication skills, written and verbal
• Attention to detail with a process-first mindset
• Solid analytical skills with comfort in workforce management and reporting tools
• Ability to stay calm and adaptable when priorities shift or issues arise in real time
• Comfortable working cross-functionally with internal teams and outsourcing partners
• Proficient in Google or Microsoft Office and reporting tools; experience with WFM platforms, CSR, and Salesforce.com a plus
• Bachelor's Degree preferred, or equivalent work experience

Benefits

• Health insurance coverage
• Life and disability insurance
• Generous 401K employer matching program
• Paid holidays
• Paid time off (PTO)

Pay

Salary Range: $55,000 - $60,000

Schedule

Work Environment: Hybrid - In office Mon, Wen & Thurs