Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!

We’re looking for a ** Workforce Manager** to work closely with our Client Operations functions, primarily our Member Support team. This position will play a key role in transforming our Client Operations function into a scalable, world-class organization. You’ll leverage your analytical and problem-solving skillset to manage resources, staffing levels, volume, and scheduling staff to ensure that service levels are met consistently.

Key Responsibilities

• Develop and implement daily and hourly staffing plans for our Member Support team to meet the expected incoming volume from our customers
• Create an accurate forecast of call, email, and chat volume to forecast staffing needs based on historical data and future projections
• Manage and maintain employee schedules to ensure coverage is being met 24/7
• Collaborate with Member Support leadership to ensure that members of their team are adhering to their designated schedules
• Monitor real-time performance and service levels on a consistent daily basis and proactively take action to maintain performance standards
• Manage agent PTO requests and create a plan to have adequate coverage for each shift
• Identify and help influence the roll-out and implementation of a Workforce Management software

Here's what we’re looking for:

Required:

• 5+ years in Workforce Management with experience in an Enterprise B2B SaaS Customer Support center environments
• Strong analytical skillset and the ability to interpret historical and trending data to make proactive adjustments in real-time and for future planning
• Proficient in Microsoft Excel and workforce management software and tools
• Ability to work in a fast-paced, ever changing environment
• Strong attention to detail and ability to act quickly, communicating effectively to the appropriate team and agents
• Experience working with 24/7 Support teams that utilize a BPO for components of the inbound volume

Remote Opportunities:

• This role is eligible for remote work within the U.S.

Cash Compensation

The total cash compensation range for this role is $85,000 - $95,000/year with an annual bonus target of up to 15%, plus an attractive stock options package. Final offer amounts are determined by multiple factors, including prior experience, expertise, and may vary from the amount above

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.

As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

• Competitive base salaries
• Annual performance bonuses
• Stock options for all associates + performance-based stock options
• Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
• 401(k) plan with a match program
• Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
• Paid parental leave and family medical leave
• Hotel discounts through our exclusive platform
• The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.