Workforce Manager at Etsy

Company Description
Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy or Depop, you will tackle unique, meaningful, and large-scale problems alongside passionate coworkers, all the while making a rewarding impact and Keeping Commerce Human.

What’s the Role?

The Workforce Manager oversees the operational performance of our Etsy Outsourcing Partner. In this role, you will own the forecasting, capacity planning, and performance governance of our outsourced partners. You will ensure our partners are staffed correctly to handle the required volume and are meeting their contractual Service Level Agreements (SLAs). This requires being able to communicate, collaborate and get alignment from internal teams to achieve your goals, and optimize solutions with our external partners.

In addition to salary, you will also be eligible for an equity package, an annual performance bonus, and our competitive benefits that support you and your family as part of your total rewards package at Etsy.

This role requires your presence in Etsy’s Mexico City office once or twice per week depending on your proximity to the office. Candidates living within commutable distance of our Mexico City office or in Guadalajara may be the first to be considered. Learn more details about our work modes and workplace safety policies here.

What’s this team like at Etsy?

We are passionate about delivering customer service and outstanding outsourcing solutions for Etsy. We are first-principles thinkers and agile problem solvers who lead strategic cross-functional initiatives for this organization. We collaborate with a diverse group of partners across Product, Engineering, Analytics, Operations, and Outsourcing to build our support organisation as a continually improving entity that delivers outstanding experiences to Etsy’s buyers and sellers.

What does the day-to-day look like?

• Partner Forecasting & Capacity Planning:

Generate long-term (monthly/quarterly) and short-term (weekly/daily) volume forecasts for incoming tickets, chats, and order processing tasks. Deliver these forecasts to EOP partners with sufficient lead time to allow for recruiting and training. Review and approve the EOP staffing plans to ensure they match your forecasted requirements and suggest appropriate actions to suitable timelines where you see under or over staffing.

• Performance Governance (SLA Management):

Monitor real-time and historical adherence to SLAs. Hold EOP accountable for KPIs: Average Handle Time (AHT), Abandonment Rate, First Contact Resolution (FCR), Healthy Occupancy, Shrinkage and Utilization levels and CSAT. Lead Weekly Business Reviews (WBRs) with EOP leadership to discuss performance gaps and action plans specifically related to capacity. Attend and contribute to Monthly, Quarterly, and Annual Business Reviews with EOPs. (MBRs, QBRs, ABRs)

• Financial Validation:

Support appropriate reviews and audits of EOP invoices to ensure billable hours match the actual logged productive hours. Monitor "Shrinkage" and "Occupancy" rates to ensure we aren't paying for wasted time.

• Operational Bridge:

Act as the primary point of contact between all internal Etsy teams, particular stakeholders and the external BPO team for all capacity and WFM matters.

• Forecast Accuracy:

(Did the volume we predicted actually happen? Target: +/- 5% variance).

• SLA Consistency:

(Did the BPO hit the response time targets consistently?).

• Cost Efficiency:

(Optimizing the "Bill-to-Pay" ratio).

• Of course, this is just a sample of the kinds of work this role will require! You should assume that your role will encompass other tasks, too, and that your job duties and responsibilities may change from time to time at Etsy's discretion, or otherwise applicable with local law.

Qualities that will help you thrive in this role are:

• Minimum 3 years in Workforce Management (WFM) or Partner Management, specifically within a BPO or Contact Center environment.

• Proficiency in Excel (Power Query, Pivot Tables) and WFM software (e.g., Teleopti, NICE IEX, Verint, or Assembled).

• Understanding of BPO math—specifically Erlang C (staffing logic), Shrinkage (time away from keyboard), and utilization. The ability to stay up to date across workforce trends especially as it pertains to the BPO industry.

• Experience with ticketing platforms like Zendesk, Gorgias, or Help Scout is a plus.

• Strong negotiation skills. Be able to provide feedback to partners when their performance dips while maintaining a healthy partnership.

• Communicate complex information effectively to a wide and varied set of stakeholders. Simplifying the content by focusing on key takeaways, using relatable analogies, and breaking data into smaller, manageable chunks.

Additional Information

What's Next
If you're interested in joining the team at Etsy, please share your resume with us and feel free to include a cover letter if you'd like. As we hope you've seen already, Etsy is a place that values individuality and variety. We don't want you to be like everyone else -- we want you to be like you! So tell us what you're all about.

Our Promise
At Etsy, we believe that a diverse, equitable and inclusive workplace furthers relevance, resilience, and longevity. We encourage people from all backgrounds, ages, abilities, and experiences to apply. Etsy is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status, or any other characteristic protected by applicable law. If, due to a disability, you need an accommodation during any part of the application or interview process, please let your recruiter know. While Etsy supports visa sponsorship, sponsorship opportunities may be limited to certain roles and skills.