Director, Capacity Planning and Workforce Optimization

| Greater LA Area
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Director, Capacity Planning and Workforce Optimization 

Tinder HQ - West Hollywood, CA

We are looking for an exceptional Capacity Planner to lead our Tinder branded Community and Trust & Safety (T&S) teams along with our outsource partner teams. This person is passionate about their work, understands how to manage contact volume across a network of global contact centers, and has the ability to contribute new innovations to lead Tinder’s Workforce Management Team. This is a high impact role supporting one of our fastest growing organizations. 

You have demonstrated expertise in capacity planning functions including long term forecasting (LTFs) and short term/interval level forecasting (STFs), experience working with outsourced partners, and optimizing manpower in contact center environments. You will support and lead proactive, tactical workforce management responses to meet service level challenges. In this role you will experience a range of problem solving situations that focus on Tinder’s capacity and forecasting strategy for Community and T&S starting with STF, LTF, and reporting.

Responsibilities

  • Manage Tinder and partner/vendor LTF process to align with projected contact growth
  • Partner closely with Tinder Finance team to align on cost benefit analysis for headcount needs as well as FTE growth strategy to meet company and product growth
  • Lead weekly and monthly LTF meetings with various partner sites and be their Tinder POC for capacity and forecasting related queries
  • Develop and own partner STFs that effectively deliver volume requirements by site to consistently achieve service level commitments
  • Lead weekly STF review meetings detailing the volume requirements for next week and provide direction to the partner sites on optimizing and/or revising commits where needed
  • Build and optimize reporting for daily variances with Tinder and partner sites
  • Review and process partner hours of operations and new requests for hoop change requests
  • Perform ongoing analysis of current partner commits and forecast to ensure proper staffing in both partner and Tinder sites to support 24X7 operation

Basic Qualifications

  • 5+ years experience in WFM and/or Capacity Planning with a deep understanding of global contact center support functions and contact patterns
  • Demonstrated experience managing routine scheduling with multi-channel global contact center environments including phone, email, chat, and social
  •  Ability to synthesize and solve complex problems
  • Excellent written and verbal communication skillsAdvanced skills using Microsoft Excel in a business environment
  • Bachelor's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) or similar

Preferred Qualifications

  • Master's Degree in a business or quantitative field (engineering, economics, mathematics, business administration) preferred
  • 7+ years experience in WFM and/or Capacity Planning with a deep understanding of global contact center support functions and contact patterns
  • 7+ years experience managing routine scheduling with multi-channel global contact center environments including phone, email, chat, and social
  • Experience leading vendor analysis and software deployment for WFO systems

As part of our team, you’ll enjoy:

  • The hustle of a startup with the impact of a global business
  • Tremendous opportunity to solve some of the industry’s most exciting problems
  • Working with an extraordinary team of smart, creative, fun and highly motivated people
  • Comprehensive health coverage, a competitive salary, 401(k) match, 
  • Daily catered lunches, an endless supply of refreshments, basketball court, fitness classes, and social events, with an uplifting work environment in a great location
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SwiftLanguages
    • BashLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDBDatabases
    • SQLAnalytics
    • PythonAnalytics
    • TableauAnalytics
    • PhotoshopDesign
    • SketchDesign
    • PrincipleDesign
    • ZeplinDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • LeanplumCRM

Location

Occasionally referred to as WeHo, West Hollywood sits between Beverly Hills and Hollywood in Los Angeles.
Tinder helps people put away their phones for a hot minute so they can meet in real life
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An Insider's view of Tinder

How do you collaborate with other teams in the company?

The Data Engineering team builds infrastructure to empower better decision-making for all teams at Tinder. We support Backend and Client engineers as they send billions of events daily to our pipeline, collaborate with Data Science and Analytics to architect solutions for quantitative analysis, and partner with Marketing to build reporting tools.

Kate

Engineering Manager - Data

What is your vision for the company?

My vision for Tinder Engineering is a culture of collaboration, learning and experimentation, growth, and technical excellence. Our product exists to bring people together, so too does our company bring together people of different backgrounds and specialties to create an amazing impact together.

Tom

VP, Engineering

What are Tinder Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Pre-tax savings spending account for health care (up to $2,650/year) and dependent care (up to $5,000/year) expenses
Disability Insurance
Dental Benefits
Dental preventive, restorative and orthodontia care for you and eligible dependents
Vision Benefits
Vision exam and corrective care for you and eligible dependents
Health Insurance Benefits
Health care preventive and illness coverage for you and your eligible dependents
Life Insurance
Basic Life Insurance, Basic Accidental Death & Dismemberment (AD&D) Insurance, Supplemental Life Insurance, Supplemental (AD&D) Life Insurance
Wellness Programs
At Tinder HQ in LA we have a Personal Trainer on Mondays, Yoga Instructor on Tuesdays and Breathworks on Wednesdays.
Onsite Gym
Tinder HQ has a basketball court onsite
Retirement & Stock Options Benefits
401(K) Matching
50% match (up to 3%)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
All new Mothers and Fathers are eligible for 12 weeks of paid leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Tinder's unlimited paid vacation policy allows employees to take time off work as they need, providing they comply with manager approval
Generous PTO
Paid Volunteer Time
Paid Holidays
Tinder offers employees paid time off to observe all major holidays
Perks & Discounts
Beer on Tap
Beer & wine!
Casual Dress
Commuter Benefits
Tinder employees have access to a WageWorks Savings account allowing them to put money aside, pre-tax, up to IRS limits for commuter expenses
Company Outings
Tinder has company wide Holiday & Summer parties
Free Daily Meals
Tinder has catered lunch & dinner everyday as well as catered breakfast on Fridays
Game Room
Ping pong, darts & foosball at Tinder HQ in LA
Stocked Kitchen
Tinder has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored LaCroix you can handle
Happy Hours
Tinder hosts monthly New Hire Happy Hours as well as ad hoc celebrations for new releases & accomplishments
Parking
Tinder employees are assigned to one of 3 parking garages within a 1 block radius from the office
Recreational Clubs
Tinder Beach Volleyball, Soccer & Dodgeball
Relocation Assistance
Tinder offers relocation reimbursement to cover moving costs and travel expenses
Fitness Subsidies
All Tinder employees will be able to enroll at Equinox for $230/month.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Tinder offers tuition reimbursement for all full-time employees of up to $5,000 annually
Diversity Program
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