The posting
The Global E-Commerce Governance and Experience (GNE) team helps build a safe and trusted environment for businesses, creators, and communities. We develop policies that support responsible participation, detect and prevent fraud and abuse, and design the support experiences that resolve issues and strengthen trust.
We sit at the center of this e-commerce ecosystem, working closely with business, product, engineering, and legal teams, and applying AI to deliver trust and support at scale. Getting this right means protecting users while giving businesses and creators a platform they can grow on.
You will work on complex problems where user experience, safety, and support quality come together, helping shape safe and trusted interactions across the global e-commerce ecosystem.
About the Team
The Workforce Management (WFM) Team serves as the key link between the business and external BPO partners, overseeing workforce planning and performance across multiple sites. The team ensures the right staffing capacity is available at the right time through accurate forecasting, efficient scheduling, real-time resource allocation, and performance management. By monitoring service levels and driving operational improvements, the team helps ensure SLA achievement, improve workforce efficiency, and optimize outsourcing costs.
Responsibilities: - Analyze historical trends and business forecasts to develop short- and long-term workload forecasts, calculate headcount (HC) requirements, and ensure adequate staffing across BPO sites. - Develop and optimize shift schedules and resource allocation to meet business demand, service-level targets, and local labor requirements. - Monitor key metrics, including response rate, CPH, schedule adherence, absenteeism, occupancy, and service levels. - Lead WBRs/MBRs and drive BPO partners to address performance gaps. - Monitor real-time traffic and staffing across sites, coordinating cross-site or cross-skill resources to manage demand spikes and operational disruptions. - Partner with Finance and BPO vendors to validate monthly billed hours, improve scheduling efficiency, reduce ineffective staffing costs, and optimize cost per order. - Build capacity planning models, reports, and dashboards using Excel and other analytical tools to support data-driven decisions. - Collaborate with Operations, Finance, Product, and BPO partners to align workforce plans, ensure SLA compliance, and drive operational improvements. - Identify opportunities to improve WFM (Workforce Management)processes, automate reporting, and enhance scheduling efficiency and operational scalability.
Minimum Qualifications: - Bachelor's degree or above. - 3+ years of hands-on experience in WFM, forecasting, scheduling, real-time management, or capacity planning within customer service or contact center operations. - Experience in multi-site and/or multichannel environments, with client-side BPO/vendor management experience preferred. - Strong analytical skills and proficiency in Excel, including PivotTables, formulas, and capacity modeling. - Familiarity with WFM systems, workforce monitoring tools, or operational reporting platforms. - Strong communication, stakeholder management, and problem-solving skills, with the ability to manage competing priorities in a fast-paced environment. - High Oral/Written proficiency in English and Portuguese is required for this role due to cross functional collaboration with global teams.
Preferred Qualifications: - Experience in e-commerce, online marketplaces, or high-volume customer service operations.. - Experience with SQL, HQL, automation, or dashboard development. - Familiarity with BPO billing reconciliation, cost analysis, and process optimization.
