Workforce Manager at Guild Education

| Greater Denver Area
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The Workforce Manager (Customer Support)  is a newly created role that will be focused on driving a holistic workforce management strategy (inbound and outbound support model) for the student experience (customer support) teams. In this role you will be responsible for working with business leaders to define and analyze call drivers, trends and develop short, mid-, and long term forecasts using WFM statistical models. The WFM is responsible for maintaining schedules to meet service objectives and keeping multiple system databases updated with accurate info. Will act as a WFM subject matter expert, providing input on decisions that impact our KPIs (volume, handle time, occupancy rate,, ASA, etc.) and make recommendations to increase operational efficiency. Your goal will be to drive positive coaching outcomes consistent with our mission to unlock opportunity for the 88 million American workers in need of upskilling and reskilling, with a double-bottom line business model that does well by doing good. 

As the Workforce Manager, you will:

  • Set a comprehensive Workforce Management strategy for the entire Student Experience team
  • Design reporting and standards around achievement of service level and occupancy objectives
  • Prepare and analyze work schedules in order to meet service level requirements, making thoughtful recommendations to management around optimal staffing tactics (e.g. skilling, leveling, call routing, etc)
  • Work with Student Experience teams to define online/offline work in alignment with larger tooling strategy
  • Provide real time monitoring using available tools (and provide recommendations on future tools) and relevant workforce management methodology
  • Compile, distribute and analyze daily, weekly and monthly performance reports
  • Collaborate with management on identifying opportunities to further optimize our workforce, find solutions for improving metrics, along with making recommendations on how to improve productivity
  • Manage long- and short- term forecasting and will be responsible for scheduling
  • Manage reporting around historical performance and convey future trends
  • Evaluates all inputs to the capacity plan model on a regular basis to confirm, document, and communicate forecast accuracy
  • Conduct “what if” scenarios to assess volume, staffing, performance and cost impact to changes in the business
  • Provide analytical support for special projects
  • Maintain running reports of KPIs and SLAs

You are a strong fit for this role if you have:

  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • Strong SQL skills
  • Experience in trend analysis, data mining and ability to interpret data to provide recommendations to drive key business decisions required.
  • Highly responsive to internal and external customer requirements, with a high attention to detail.
  • Some experience with a BI software (Looker, Tableau, Power BI, etc)
  • Designing, testing and validating reports and methods for accuracy.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Ability to analyze complex situations, grasp the critical aspects and make timely decisions based on sound judgment.
  • Consistent exercise of independent judgement and discretion in matters of significance.
  • Ability and willingness to learn new software.
  • Ability to interact with all levels of employees, vendors and customers.
  • Demonstrated ability to perform comfortably in a fast-paced, deadline-oriented work environment requiring the effective management of multiple priorities.
  • Ability and desire to represent and explain complex models of data analysis to operation staff, leadership and front-line staff in a familiar and non-technical language.
  • Software Skills: Expert knowledge of Microsoft Suite (Word, Excel, PowerPoint, Access, Project, Visio), Google applications (Gmail, Sheets, Drive)
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.

About Guild:

Guild is increasing economic mobility for working adults by partnering with the largest employers in the country to offer education as a benefit to their employees via our marketplace of nonprofit universities and education institutions. Guild’s proprietary technology platform facilitates the administration of this innovative benefit and our team of coaches helps each employee navigate the path back to school, providing individualized support from day one through program completion. 

We are one of the few female-led companies to hit a $1 billion valuation and the only Certified B Corporation with those qualifications.  Our Series D financing round was led by Ken Chenault, General Catalyst Partners chairman and former CEO of AMEX, and joined by Emerson Collective, LeadEdge Capital, and Iconiq. 

Guild Education is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Additionally, we feel passionately about equal pay for equal work, and transparency in compensation is one vehicle to achieve that. Total compensation for this role is market competitive, including a base salary range of $100,000 - $115,000, as well as company stock options. 

  • Access to low-cost, high-quality health care options through Cigna and Kaiser (due to coverage limitations, Kaiser is currently only available in CA & CO)
  • Access to a 401k to help save for your future
  • 3 weeks of vacation in your first year and an open vacation policy after year 1 to help you recharge
  • 8 days of fully-paid sick leave, so that you can take the time to heal and or recover 
  • Family-friendly benefits, including 14 weeks of parental leave, employer-paid short-term and long-term disability, employer-sponsored life insurance, and fertility care benefits.
  • Well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • Education benefits and tuition assistance to help your future development and growth

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Technology we use

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Location

Our downtown Denver office is easily accessible via public transportation, with plenty of restaurants in the surrounding area.

An Insider's view of Guild Education

What’s the vibe like in the office?

We're fast-paced and got a little bit of a startup vibe, so there's always plenty to learn from and grow!People are collaborative and ready to bring their knowledge, experience, and ideas to the table to make sure we're doing right by each other and our students.As hard-working as everyone is, you can also be rest assured we also love to celebrate!

Kendry

Bilingual Student Success Advisor

How do you collaborate with other teams in the company?

We're incredibly cross functional and believe heavily in developing and cultivating strong relationships not only with our external partners, but internally across and within departments as well. One of my favorite traditions is that each new hire at Guild is given a coffee card when they start to encourage them to grab coffee with others and get t

Annie

Partner Marketing, Employer Success

How has your career grown since starting at the company?

Since my humble beginning as a Guild Intern, I have had opportunities afforded to me that stretch me in ways that align with my values and push me to be a little uncomfortable while still having welcome support. I’m now in a position where I get to learn first-hand from experts that I don’t believe I was qualified for before working at Guild.

Paco

Senior Associate of University Operations

What kinds of technical challenges do you and your team face?

My team works on ensuring that new users can find what they need and engage with our platform easily. Many of the technical challenges we face involve scaling the early-stage version of Guild’s app into something more flexible for our next growth phase. We deal with the difficult (but fascinating!) tradeoffs of these decisions every day.

April

Software Engineer

What are Guild Education Perks + Benefits

Guild Education Benefits Overview

At Guild, we’re expanding opportunity for America’s workforce, and we’re committed to doing the same for our own employees by supporting them professionally and personally. Guild offers benefits and perks to support all employees and their families. From $0 medical premiums to a flexible parental leave policy to tuition assistance to company equity for all employees, we have something for everyone at Guild.

Culture
Volunteer in local community
Guild has a yearly "Guild Gives Back" day, where we provide organized volunteer opportunities to all our employees as well as a "12 Days of Giving" around the holidays!
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Guild has a highly diverse management team, with nearly 75% of employees reporting to female leadership.
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
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