About the position Play an instrumental role to ensure support operations run smoothly and efficiently. Contribute to real-time monitoring and schedule management. Positively impact ability to provide excellent service to customers and Runners. The schedule for this role is 9 AM - 6PM CST Sunday - Thursday.

Responsibilities

• Monitor real-time queues and agent adherence across all support channels (phone, chat, email, and others) to ensure optimal service levels are consistently maintained at all times.
• Update intraday schedules immediately to accurately reflect dynamic changes such as absences, approved overtime, and unexpected callouts; minimize disruption to operations.
• Accurately input and maintain attendance records and schedule exceptions within workforce management tool; ensure data integrity for reporting and payroll purposes.
• Proactively escalate critical coverage gaps and emerging callout trends to leaders; provide timely insights that inform strategic staffing adjustments.
• Maintain precise shift rosters and efficiently distribute essential intraday reports to relevant stakeholders; keep all stakeholders informed of operational status.
• Collaborate closely with support leaders to ensure proper staffing levels are allocated for crucial team activities such as coaching sessions and training initiatives.
• Assist in the solicitation and meticulous documentation of voluntary time off (VTO) and overtime (OT) opportunities; help balance staffing needs with team member preferences.
• Contribute to various workforce management projects as assigned, support initiatives to enhance efficiency, tools, and overall workforce management capabilities.
• Actively identify potential scheduling conflicts / adherence issues and resolve promptly to support overall operational efficiency.

Requirements

• A relevant degree or comparable formal training, certification, or work experience
• 0+ years experience
• Solid verbal / written communication skills; detail-oriented with ability to follow processes ï‚· Solid time management and organizational skills with ability to multitask and thrive in a fast-paced, dynamic environment
• Ability to obtain knowledge and understanding of key workforce management metrics (e.g., SLAs, adherence, occupancy)
• Ability to obtain knowledge and understanding of workforce management tools (e.g., Playvox, NICE, Verint)
• Proficiency in Excel / Google Sheets
• Sit for an extended period of time
• Hand / finger dexterity
• Work extended hours

Nice-to-haves

• experience in contact center environment a plus
• proficiency in ticketing platforms a plus

Benefits

• We offer premium health, vision, dental, and life insurance, alongside 401(k) options.
• We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!
• We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.
• We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
• Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here.
• We foster community through Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.