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At HelloFresh, we want to change the way people eat forever by offering our customers high quality food and recipes for different meal occasions. Over the past 10 years, we’ve seen this mission spread around the world and beyond our wildest dreams. Now, we are a global food solutions group and the world’s leading meal kit company, active in 17 countries across 3 continents. So, how did we do it? Our weekly boxes full of exciting recipes and fresh ingredients have blossomed into a community of customers looking for delicious, healthy and sustainable options. The HelloFresh Group now includes our core brand, HelloFresh, as well as: GreenChef, EveryPlate, Chef’s Plate, Factor, and Youfoodz.
Associate Workforce Manager, Customer Care
Location: Newark, NJ (100 Mulberry Street & open to Hybrid) OR Boulder, CO
Reports to: Workforce Manager, Customer Care
In a fast-paced workplace, this person leads a team of real-time analysts who are responsible for call center production support and strategy, agent scheduling, and tactical adjustments to meet fluctuating demands while meeting KPIs. This leader is a seasoned veteran when it comes to integrating strategies with tactics, developing processes, testing assumptions, and ensuring high-quality execution. The WFM Supervisor will collaborate closely with stakeholders to determine workforce needs, develop strategies and processes to satisfy those needs, provide an excellent agent experience, and drive continuous improvement within the team and business.
You will…
Lead, coach, and develop a team of approx. 7-10 WFM analysts that operate seven days a week.
Support positive employee engagement through training and individual development.
Provide recommendations on how to improve workforce effectiveness and productivity through process improvements.
Design, test, and implement workforce tactics, standards, and system optimization.
Oversee the monitoring of intraday activity across all work queues and lines of business.
Provide oversight for creating and maintaining reports used to track resource needs across multiple products, partners, and locations.
Identify and implement solutions to drive optimizations aimed at improving overall efficiencies.
Provide recommendations regarding KPI metrics used to manage the effectiveness of WFM programs; i.e. Service Levels, Average Speed of Answer, Adherence, etc.
Develop and communicate trend reporting and data analysis of workload and agent performance as part of a cohesive communication strategy.
Coordinate with business stakeholders to ensure both short and long-term staffing plans align with the latest demand forecast and enable HelloFresh to achieve operational productivity goals.
Provide ongoing analysis to stakeholders on both historical and real-time performance and trends.
Configuring and maintaining the Alvaria WFM Tool and provides recommendations on utilizing the tool fully.
Partner and improve efficiencies with our Partner WFM teams.
You are…
Passionate about delivering an outstanding customer experience
A friend to data and analytics – Use data and logic to identify opportunities, diagnose issues, evaluate alternatives, and present information for complex problems
Motivated to identify opportunities to improve our customer and agent experience
Operate with a high degree of integrity and transparency
A role model in collaboration at all levels and departments of an organization
Empowered and motivated by change and excited to work in an environment that is constantly evolving at a rapid pace
Adventurous, optimistic, and bold in making decisions and taking calculated risks
A “Foodie”- fanatical about food!
You have…
Bachelor’s degree or equivalent work related experience
2+ years of Workforce Management experience in a call center environment is required; i.e. real-time analysis, trend analysis, scheduling, staffing optimization, etc.
2+ years of leadership experience
Ability to clearly and effectively communicate with leaders at all levels
Ability to make decisions and operate under pressure
Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision, in a fast pace, customer focused environment
Deep understanding of WFM principles, strategies, and methodologies
Competency with WFM systems and tools (Genesys and Alvaria preferred)
Strong working knowledge of Microsoft Office and Google applications; i.e Microsoft Word/Excel, Google Docs/Sheet, etc.
This position’s essential functions demand the performance of the following physical requirements with or without reasonable accommodation:
Prolonged periods working at a desk and on a computer
Reading information on a computer screen and inputting data into a computer system
Flexible working hours
You’ll get…
Competitive Salary & 401K company match that vests immediately upon participation
Generous parental leave of 16 weeks & PTO policy
$0 monthly premium and other flexible health plans effective first day of employment
75% discount on your subscription to HelloFresh (as well as other product initiatives)
Snacks, coffee & catered meals
Company sponsored outings & Employee Resource Groups
Collaborative, dynamic work environment within a fast-paced, mission-driven company
It is the policy of HelloFresh not to discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, because they are a protected veteran, or any other protected classification under federal, state, or local law.
About HelloFresh
We believe that sharing a meal brings people of all identities, backgrounds, and cultures together. We are committed to celebrating all dimensions of diversity in the workplace equally and ensuring that everyone feels a sense of inclusion and belonging. We also aim to extend this commitment to the partners we work with and the communities we serve. We are constantly listening, learning, and evolving to deliver on these principles. We are proud of our collaborative culture. Our diverse employee population enables us to connect with our customers and turn their feedback into meaningful action – from developing new recipes to constantly improving our process of getting dinner to our customers’ homes. Our culture attracts top talent with shared values and forms the foundation for a great place to work!
At HelloFresh, we embrace diversity and inclusion. We are an equal opportunity employer and do not discriminate on the basis of an individual’s race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status or any other protected characteristic under applicable law, whether actual or perceived. As part of the Company’s commitment to equal employment opportunity, we provide reasonable accommodations, up to the point of undue hardship, to candidates at any stage, including to individuals with disabilities.
To learn more about what it’s like working inside HelloFresh, follow us on Instagram and LinkedIn
