Workforce Management Coordinator

The Support team is a key part of the Favor experience for customers, Runners, and merchants. When things don’t go according to plan, we step in and ensure everyone receives a personalized, fast, and easy path to resolution across multiple channels (phone, sms, email, social).

Within the Support team, the Support Operations arm is responsible for the architecture, programs, and systems that enable our Support teams to deliver exceptional experiences. With workforce management, training, quality assurance, analytics, systems management, and knowledge management, we strive for boldness, innovation, and urgency within the end-to-end customer and Runner experience.

The Workforce Management Coordinator is vital for our Support organization as this role will be responsible for ensuring our staffing is efficient and effective so we can respond to customers and Runners as quickly as possible.

Shift:  Tuesday–Saturday 2–11 p.m. Off Sunday and Monday

• Update our workforce management system in real time to meet business needs
• Monitor contact volume, headcount needs, and forecast accuracy
• Oversee schedule adherence and shrinkageManage attendance, overtime, and time off data
• Identify and implement opportunities to increase staffing efficiency
• Identify and surface coverage issues 
• Assist with work avoidance reporting, headcount planning, and workforce management policy creation and enforcement

• 3 years experience working in a call center environment
• 1 year experience using Microsoft Excel, Google Sheets, or similar program
• Strong mathematical skills Comfort using, manipulating, and interpreting data to inform decisions
• Ability to prioritize multiple concurrent tasks in a time-sensitive environment 
• Strong understanding of Support ticketing flows and operations
• Availability to work evenings and weekends (Tuesday–Saturday or Sunday–Thursday)
• Experience working in Zendesk, Twilio, Looker, and Teleopti is a plus
• Previous Workforce Management experience is preferred

Life at Favor:

Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!

Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.

Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.

Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), quarterly company-wide events, weekly happy hours, and regular connection opportunities.

Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer.  

Flexible work options:

Favor supports an in-person, hybrid, or fully-remote work environment (depending on the job role) from select states across the U.S.!

At this time, we are not able to support employment in the following states: Arizona, California, Colorado, Connecticut, Illinois, Maine, Maryland, Massachusetts, Minnesota, Nevada, New Hampshire, New Jersey, New York, Oregon, Rhode Island, Vermont, and Washington. If you are located in one of these states but are open to relocation, we welcome your application!