Manager | Workforce Management |Customer Support|

About Freshworks

Company Description

Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering software that is affordable, quick to implement, and designed for the end user. More than 50,000 companies -- from startups to public companies -- around the world use Freshworks software-as-a-service to enable a better customer experience (CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve 50,000+ customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omni-channel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system).

Freshworks has received numerous accolades including 2024 Startup of the Year form Economic Times, #16 ranking on the Forbes’ Cloud 100 list and #22 on the Battery Ventures/Glassdoor Best Places to Work in 2020. Our suite of products has also been recognized by analysts including the Gartner Magic Quadrants for CRM Customer Engagement, IT Service Management and Sales Force Automation.

While Freshworks has had incredible organic growth over the last few years, the company also has made targeted acquisitions that add critical capabilities to the portfolio including Natural Language Processing, Chatbots, Machine Learning, Social and Messaging Transformation. Freshworks has raised over $400 million in capital and is funded by Accel, CapitalG, Sequoia Capital and Tiger Global Management. More information is available at www.Freshworks.com.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose and passion, irrespective of their background, gender, race, ****** orientation, religion or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities and our business.

Job Description

The WFM Manager will be part of the Global Customer Support Team; as a Manager, you will proactively identify and address all WFM related business needs for a B-B Customer Support organization. You will lead a team of 5 to 10 Support Operations Specialists and work directly with the Head of Support. You must have a proven track record of managing WFM operations and also have experience in handling 24x7 Support processes. As a part of this role, you will work with other teams such as Program Management, Learning & Development, HR and Finance.

Major Responsibilities/Activities
• Build and manage WFM operations for a 400 member Customer Support team
• Implement WFM tools to forecast, schedule, monitor and manage workforce in a complex multi-channel, multi-product, 24*7 environment involving over ten shifts
• Create forecast models predicting workforce requirements factoring demand trends, efficiency and productivity improvements
• Setup scheduling processes for staffing a 24*7 operations
• Setup and manage real-time monitoring systems to dynamically flex staffing and prevent SLA breaches
• Achieve hiring targets by working closely with the TA team and coordinate all hiring activities
• Conduct weekly performance reviews with leadership on staffing and hiring metrics
• Lead a workforce Management Team of 10 + Sr. / Support Operations Specialists.
• Conduct 1:1 meetings and provide feedback and coaching.

Qualifications
• 14 - 18 years years experience in Customer support in which 5+ years of leadership experience will be an advantage.
• A proven leader and individual contributor with strong analytical and stakeholder management skills.
• A creative, self driven, problem-solver
• Strong excel forecasting and modeling experience
• Experience with implementing & using WFM tools ( Injixo)
• Good Communication (Proficiency in English)
• Experience working with SaaS-based companies (preferred)
• MBA/MS/ME (Data Science background is a plus)

Additional Information

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, ****** orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business