3 Occupancy Optimization Jobs

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometrys digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity. As our first dedicated Workforce Management Specialist , you will play a foundational role in building workforce discipline into our fast-growing contact center. You&aposll be responsible for ensuring the right people are in the right place at the right timebalancing efficiency, employee experience, and customer satisfaction. The ideal candidate will bring a mix of analytical rigor and operational flexibility, ready to work with manual tools and drive insights that help our support organization scale. Key Responsibilities: Forecast contact volume, handle times, and staffing needs using historical data and business trends. Build and adjust agent schedules across multiple channels (chat, phone, email) to meet service goals, while coordinating coverage during holidays and peak periods. Monitor real-time adherence via Salesforce Omni-Channel Supervisor and take proactive steps to optimize occupancy and SLA performance. Develop and maintain key workforce metrics such as shrinkage, occupancy, adherence, and service level, providing daily and weekly summaries to stakeholders. Analyze performance data and recommend process improvements to elevate service delivery and agent utilization. Collaborate with supervisors and team leads to align on resource planning and shift optimization. Educate internal teams on workforce principles, including the impact of occupancy, abandon rate, and schedule adherence. Partner with leadership to support continuous improvement initiatives, including manual tooling upgrades and eventual WFM platform evaluation. Support ad hoc reporting and special projects as needed to support the contact centers evolution. What Success Looks Like: Forecasts consistently align within 5% of actual volume Optimized agent schedules balance service needs and team preferences Real-time response gaps are proactively managed with minimal impact on customers Stakeholders rely on your insights to inform operational decisions and hiring plans Workforce planning evolves from manual tools to a more robust systemized approach under your leadership Skills & Qualifications: 2+ years of experience in workforce management or capacity planning, ideally in a contact center or high-volume support environment Bachelors degree in business, operations, or a related fieldor equivalent practical experience Experience with CRM or service platforms such as Salesforce and comfort navigating live operations dashboards Familiarity with concepts like Erlang modeling, occupancy optimization, and interval-level forecasting Personal qualities: Strong analytical mindset with the ability to work in Excel/Google Sheets to model staffing plans Excellent communication and collaboration skills, with the ability to influence across functions Comfortable operating in a high-growth, ambiguous environment with manual tooling and evolving systems Language skills: English level ?2-?1 Holiday calendar: USA holidays Shift (Time Zone): US ?? Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Show more Show less

As a People Manager in this role, you will be responsible for internal and external stakeholder management. Your primary tasks will involve generating forecasting, planning, and scheduling using Excel/WFM tools. You will need to demonstrate the ability to work on existing Cap plans or create new ones to meet specific requirements. Additionally, you will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions and collaborating with stakeholders to provide WFM insights. Your role will also involve identifying HC & revenue leakages and developing plans to close the gaps, as well as pinpointing areas for occupancy optimization. Analyzing multiple dashboards and taking appropriate action based on insights will be crucial. You will drive performance improvement projects, lead new project implementations, and focus on enhancing team performance. Furthermore, you will be involved in WFM onboarding, training, and resource upskilling activities. Proficiency in WFM tools such as IEX, eWFM, Blue Pumpkin, and Calabrio is essential. A good familiarity with Google Spread Sheet, MS Excel, and other MS Office applications is also required for this role.,

As a People Manager in this role, you will be responsible for managing internal and external stakeholders effectively. You will utilize your hands-on experience in generating forecasting, planning, and scheduling using tools such as Excel and WFM tools. Your ability to work on existing or create new capacity plans will be crucial in meeting the requirements of the business. You will play a key role in creating FTE sizing for new/existing businesses, ensuring optimized solutions are provided. Collaboration with various stakeholders to gather inputs from a WFM standpoint will be a part of your responsibilities. By identifying HC & revenue leakages, you will develop plans to close these gaps and identify areas for occupancy optimization. Analyzing multiple dashboards and initiating appropriate action plans will be essential for driving performance improvement projects and implementing new projects effectively. Your role will also involve driving team performance, onboarding, and training in WFM, as well as upskilling resources. Having a good knowledge of WFM tools such as IEX, eWFM, Blue Pumpkin, Calabrio, and familiarity with Google Spread Sheet, MS Excel, and other MS Office Applications will be beneficial. You should be able to think strategically in terms of business opportunity and growth, and be willing to work in a 24*7 environment. Handling pressure and being a natural go-getter are traits that will contribute to your success in this role. Overall, your responsibilities will include forecasting, capacity planning, scheduling, driving team performance, and contributing to the growth and success of the business.,