{"id":3852285,"url":"https://alion.io/job/care-com-supervisor-customer-care-workforce-management","title":"Supervisor, Customer Care Workforce Management","company":{"id":668766,"name":"Care.com","domain":"care.com","url":"https://alion.io/company/care-10","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dallas, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":56000,"max":66000,"currency":"USD","period":"year","gross":null,"usd_annual":66000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-11-05T23:41:33Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T08:35:03Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Care.com is a consumer tech company with heart. We're on a mission to solve a human challenge we all face: finding great care for the ones we love. We're moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.\nHere, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. We apply data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, thrive on collaboration, and want to use your talent for good, Care.com is the place for you.\n Our Operations team delivers email, chat, and phone support to the families and caregivers who rely on Care.com, with an outsourced (BPO) partner team of roughly 100 agents providing around-the-clock coverage.\nAs Supervisor, Workforce Management, you will own the day and the data. You'll be the hands-on operator across all three channels: anticipating volume, keeping schedules aligned to real demand, and steering the queues in real time so service levels hold before a miss occurs. You'll also be the team's sharpest source of insight, turning performance data into clear context, recurring patterns, and recommended next steps.\nYou'll partner with the Operations Manager on a daily basis. You surface what's happening, how often, and what it costs; the Manager drives the decisions and durable fixes. This is a role for someone who sees around corners, forms a point of view, and brings it forward without waiting to be asked.\nQueue management\nMonitor email, chat, and phone queues all day, not just at shift start\nTrack volume, backlog, SLA risk, adherence, and productivity as they move\nAct ahead of the miss: adjust skills, request overtime, rebalance agents, then confirm it happened\nFix adherence and productivity issues live, or flag them if no solution exists\nScheduling\nKeep BPO scheduling shells current and aligned to volume across all channels\nFlag coverage gaps to the Ops Manager with a recommendation\nBring a point of view on how schedules should be structured, not just maintain what exists\nForecasting and planning\nReview forecast accuracy against actuals with the BPO and Ops Manager\nFlag staffing needs ahead of known volume shifts\nTrack shrinkage, absenteeism, and attrition, and recommend adjustments before coverage is hit\nBuild peak and contingency playbooks so readiness is planned, not improvised\nData and insights\nPull regular and ad hoc reports and explain what the numbers mean\nReport on SLA, AHT, occupancy, adherence, and shrinkage, including anomalies, trends, and drivers\nFind workflow inefficiencies, recommend fixes, and keep runbooks and intraday procedures current\nEscalate recurring issues to the Ops Manager: what’s happening, how often, the impact, and a recommended next step\nReview quality sampling and surface calibration gaps and coaching themes\nBPO partnership\nWork daily with BPO team leads on intraday adjustments, confirm changes are executed, and share data for their coaching\nRun the BPO performance cadence and scorecards, and follow up on corrective actions and staffing gaps\nCoordinate readiness for workflow changes, launches, outages, unplanned absenteeism, and peaks\nSupport onboarding of new BPO sites and agents across systems and content knowledge\nRecommend actions during incidents and document lessons so issues don’t recur\n 2-3 years of experience in workforce management, real-time analysis, or a related operations role, ideally in a multi-channel (email, chat, phone) environment\n1-2 years of experience in a customer service related role\nExperience working with or managing outsourced (BPO) partners, including influencing performance without direct authority over agents is preferred\nStrong analytical skills and comfort with reporting tools such as Tableau, with the ability to turn data into a clear recommendation\nSound judgment and composure when priorities shift or issues arise in real time\nA process-first mindset and strong attention to detail, paired with the confidence to question whether the current approach is working\nExcellent written and verbal communication, including concise escalations that give leadership full context\nComfort working cross-functionally with internal teams and outsourcing partners\nProficiency in Google or Microsoft Office; experience with WFM platforms, CSR, and Salesforce.com a plus\nBachelor's degree preferred, or equivalent work experience\n Work Environment: Hybrid- We are in the office Monday, Wednesday & Thursday\nOffice Location: Dallas - 2801 North Central Expressway, 11th Floor 75204\nSalary Range $56,000 - $66,000\nThe base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).\nCompany Overview:\nAvailable in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. 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