At Compass, we envision a world where the experience of selling or buying a home is simple and pleasant for everyone. Founded in 2012, Compass provides an end-to-end platform that empowers residential real estate agents to deliver exceptional service to their seller and buyer clients, all in service of our mission to help everyone find their place in the world.

Are you passionate about creating a tremendous customer experience, and do you love finding faster/more efficient ways of doing things? Are you seeking a career that allows you to develop in one of the world's fastest growing companies, and to have a tremendous impact on that growth? Compass is looking for passionate, driven professionals to join our Workforce Management team.

As a Manager of Workforce Management you are a critical thought partner with a true owner mentality. You are a big thinker with a strategic mindset. You enjoy digging in the weeds, while also zooming out to realize the big picture.

*This position is fully remote and may sit in any of our established entities.*

At Compass you will:

• Develop and maintain a detailed short and long range forecasting process

• Make staffing recommendations based on customer demand

• Ensure CSR schedules are optimized to meet customer demand

• Partner with BPO and work cross functionally to improve workforce efficiency

• Assist in the implementation of WFM software

• Host weekly staffing review meetings with management detailing previous, current and future week's performance

• Own BPO auditing process

• Deep dive into metrics to identify root cause, identify opportunities, and follow through to implementation

• Use best practices and solid decision making to respond to demand in real time

• Create, publish and effectively communicate information and analysis measuring workforce operations performance to identify key improvements to the WFM operating environment

• Mentor and lead junior members of the WFM team

• Ad Hoc assignments as needed

What we're looking for:

• Minimum of 3+ years of Workforce Management experience in Forecasting, Planning and/or Scheduling

• Possess strong oral and written communication skills with the ability to translate complex analysis and insights

• Excellent problem solving and analytic capabilities utilized to identify root cause issues/improvement opportunities and designing approaches/programs to address those issues

• Champion of change, innovation and collaborates with others on continuous improvements

• Proven track record of building partnerships, collaborating, and influencing across lines of businesses and levels of leadership

• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic environment

• Ability to manage multiple priorities and projects simultaneously

• Continuous desire to improve existing processes and develop creative solutions

• Previous experience with G-suite, Tableau, Zendesk, and WFM scheduling software preferred (bonus points for previous experience with Calabrio)

• Do your best work, be your authentic self

At Compass, we believe that everyone deserves to find their place in the world — a place where they feel like they belong, where they can be their authentic selves, where they can thrive. Our collaborative, energetic culture is grounded in our Compass Entrepreneurship Principles and our commitment to diversity, equity, inclusion, growth and mobility. As an equal opportunity employer, we offer competitive compensation packages, robust benefits and professional growth opportunities aimed at helping to improve our employees' lives and careers. Notice for California Applicants