Philo is a small, ambitious startup building the future of television.

We’re a company that puts people first — both our customers and the people on our team. At Philo, our philosophy is to empower our colleagues to do their best work and have an impact on the product and customer experience while supporting each other in a collaborative environment. We value pragmatism, pride in our work, and passion. We believe in having transparency and openness across all parts of the company.

We are committed to diversity and inclusion as we grow the Philo team and shape the future of TV. Promoting inclusion and diversity is a core part of our values, and we believe that a diverse set of voices and perspectives on our team enables us to build the best product for our customers.

Philo is headquartered in San Francisco, with additional offices in New York and Cambridge, MA. Our leadership team includes one of the founders of Facebook as well as alums of Meraki and HBO. Philo is backed by NEA and industry partners including HBO, Discovery, AMC, A&E, and Viacom.

The Role

As a Workforce Manager, you will be a member of the support team, enabling Philo to better understand our volume forecast, the required number of employees to handle the volume across our 24/7 operation, and provide direction to our two BPO partners on their schedule shells. We are looking for an experienced workforce management professional that is proficient in all areas of WFM but really excels at forecasting and schedule shell creation for ~100 tier 1 agents. 

What You’ll Do:

  • Forecast support volume for phones, chats, and emails. Understand how historic events have impacted our volume so that we can better prepare for events in the future
  • Create schedule shells that maximize productivity while ensuring interactions are handled within SLAs 
  • Own the relationship with our BPO’s WFM team to evaluate their performance/ productivity, approve invoices, provide guidance, and sanity check their management of breaks, lunches, team meetings, etc. 
  • Enable us to gain insights into effective business metrics and opportunities within our workforce
  • Evaluate and implement the best tool for our managing our workforce across two BPOs

Requirements: 

  • 5+ years experience managing workforce for either in-house or within a BPO support teams
  • Experience managing workforce with multi-channel support (phone, chat, email)
  • Proficient in the use of workforce management tools 
  • Excellent communication skills with both internal and external audiences 
  • Ability to manage multiple, complex, ongoing task and projects
  • Attention to detail with a desire to optimize workforce performance while delivering on SLAs and considering agent experience 

Bonus Points:

  • Experience with skills based routing model 
  • Bachelor's Degree, preferably in Math or Statistics
  • Experience with Assembled, our current WFM tool
  • Experience with Zendesk Explorer 

Projected Start Date: ASAP
Status: Full-time
Location: San Antonio, TX, San Francisco, CA, or Remote
Compensation: Includes annual salary between $90K-$120K, depending on experience and location, company stock options and health benefits.

We value a diverse and inclusive workplace and we welcome people of different backgrounds, experiences, skills, and perspectives. Philo is an equal opportunity employer. We believe that everyone does their best work when they are supported by each other and the company, and we offer a generous set of benefits to make sure the Philo team is happy and healthy. Here is a sampling of the benefits we offer our team:

  • Full health, dental and vision coverage
  • Generous paid parental leave
  • Generous PTO policy
  • $2000 annual vacation bonus (we pay you to take a two-week vacation)
  • $5000 annually for professional development and educational assistance
  • $500 “TV stipend” for new employees to upgrade their home watching setup
  • Dog-friendly office
  • And much more!

For California Residents: Philo’s CCPA Notice at Collection – Employees, Applicants, Owners, Directors, Officers and Contractors

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