Workforce & Operations Manager
About the Role
Bond is growing and seeking a dynamic Workforce & Operations Manager. This role is multifaceted, requiring an exceptionally organized, adaptable, energetic, collaborative, and self-starting team member with strong analytical capabilities and a passion for workforce planning. This role owns the full workforce forecasting and scheduling cycle across our global operations, including related policy and reporting responsibilities.
Responsibilities:
- Own day-to-day operational execution, ensuring goals are met on a daily and hourly basis and stepping in to resolve issues as they arise
- Forecasting, Planning & Scheduling - Own, and be responsible for, the full workforce management cycle, including but not limited to: forecasting, capacity planning, scheduling, real-time monitoring, and reporting.
- Lead the analysis of historical volume trends across all contact channels to generate short- and long-term demand forecasts that support staffing and operational planning.
- Regularly review and translate forecasts into actionable staffing models and workflows that align with service level agreements (SLAs), productivity goals, and budgets, and that drive higher efficiency, lowered cost, and better agent utilization across our contact center teams.
- Establish and maintain workforce-related policies, standards, and reporting frameworks across global operations
- Build and maintain reporting and dashboards (including SQL-based / enterprise reporting tools) to support global workforce visibility for Senior Leadership
- Effectively evaluate situations, identify critical issues, and support team members in a high-intensity environment.
- Identify and analyze trends and patterns and produce strategic reports, dashboards, metrics and presentation to Senior Leadership.
- Scheduling events, programs, and activities, as well as the work of others, beyond regular shift management (e.g., field events and similar initiatives)
- Employees will be exposed to sensitive data and must comply with all data privacy laws, regulations, standards and policy requirements.
- All other duties as assigned.
Required Skills & Experience:
- 3+ years of experience in workforce forecasting and scheduling (Workforce Management) - building staffing plans and shift schedules based on demand data
- Strong analytical skills
- High proficiency inExcel / Google Sheets for building forecasting and staffing models
- Experience with Workforce Management (WFM) tools.
- Knowledge of SQL / enterprise reporting systems and the ability to build reports.
- Multilingual, with the ability to work across languages in a global scheduling context.
- Fluent in Hebrew and English, French is also a plus.
- Strong Presentation skills - the ability to clearly and professionally present information and work plans to stakeholders and others
- Experience working in a high-impact service arena, including but not limited to EMT, first responder, military police, security, etc.
- Ability to communicate and mediate conflict, disagreements, or miscommunications with tact and diplomacy
- The ability to successfully complete a thorough background and reference check.
Nice to have:
- Project management experience
- Experience with AI-based scheduling tools
- International experience
Personality attributes
- Self discipline
- Attention to detail
- Apolitical
- Collaborative
- Sense of urgency
Total Rewards
As a high-tech security start up, efficiency is vital to the work we perform daily. As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience.
We’ve been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.
Why you should join us:
- Stock option grants at a high growth startup.
- Bond security services for you and your loved ones ($450 value per person)
- Growth and development opportunities to advance your career - as we grow as a startup, we strive to promote from within.
- Complete meritocracy: we reward people based on their contribution to the mission and adherence to the Bond culture not on other factors.
- Study fund
- Complimentary access to gym
Be part of something meaningful
About Bond:
Bond is a US based International personal security company that is revolutionizing Security with its novel paradigm of AI-Powered Preventative Personal Security.
Specifically, Bond operates as a pre-emergency Personal Security Companion/guardian, available to look after Bond members (end-users) when they are uncomfortable. Bond can detect anomalies/threats, engage to check on the members, calm them down, guide them, deter unwanted company and orchestrate first responders.
Bond’s mission is: personal security for all.
Bond is operational in 28 countries and growing.
The largest corporations in the world are adopting Bond for all employees (not just for executives, but also retail store employees, sales associates, drivers, home care nurses, etc.), cities and universities.
Bond combines cutting edge technologies and AI with 24/7 Bond Personal Security Agents who respond in seconds from Bond Command Centers around the world.
Bond is experiencing hyper growth and is seeking highly motivated, energetic team-members who want to be part of a mission and grow with the company and its highly meritocratic culture.
Bond advisors include leading security experts around the world, former heads of metropolitan and national police departments, heads of FBI and Secret Service, military special ops units, cyber security bureaus and more.
Come join the Bond mission.