Manager, EMEA/APAC Command Center

Location Details: 

At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.​

This position may be a hybrid or fully remote position, as decided by your manager. If designated as hybrid, you’ll divide your time between working remotely from your home and an office location, so you should live within commuting distance. If designated as remote, you’ll be working remotely from your home and may occasionally visit a GoDaddy office to meet with your team for events or meetings. Your hiring manager can share more about this role’s hybrid or remote designation. This job is able to be performed in the United States and the United Kingdom. 

Join our team...

GoDaddy Care and Services Workforce Planning and Logistics is hiring a driven Manager to lead the WFM Intraday and Scheduling Team who is passionate about data, operational excellence, and innovation. In this role you will lead a team committed to ensuring we optimize day-to-day operations by supporting a global workforce servicing GoDaddy customers. We are looking for a leader that will drive solid execution while driving process innovation that ensures we deliver on operational performance expectations and regional strategy, while continually optimizing the business. 

What you'll get to do...

• Lead a team of command center analysts responsible for monitoring contact center queues, customer wait times, service level performance, and operational trends (contact volume, handle times, contact containment, guide idle time, etc.), including partnering with Operations teams to balance intra-day performance across multiple queues, departments, and channels
• Managing intra-day coverage and scheduling of guides including schedule creation, optimization, shift bids, adjustments, time-off allotments, and off-phone activities
• Manage all holiday planning, closures, and hours of operation changes, as well as all guide skilling, audits, and skilling recommendations
• Partner with Operations leadership to provide operational insights, understand customer experience objectives, and make recommendations on strategy and to optimize performance of the business
• Handle responses and levers during periods of high wait times following predefined playbooks and approved actions, including putting up customer facing messaging and communicating impacts to leaders
• Develop standard operating procedures and playbooks to drive consistency and scalability of process and speed of response
• Drive innovation, continuously assess, redesign, and optimize process to ensure they are repeatable, sustainable, and scalable
• Hire, develop, and maintain a successful team of analysts with a focus on continued development and up leveling of skills 

Your experience should include...

• Degree in Business Finance or equivalent years of experience
• Experience with contact center operations, including experience with contact center tools, metrics, and reporting systems such as Cisco Unified Intelligence Centre, Avaya, Genesys, Nice Workforce Management (IEX), Nice Webstation, and Aspect
• Experience leading a workforce management or real-time adherence
• Expert level experience in contact center operations, including but not limited to experience with standard contact center metrics, reporting, and tools to ensure optimal performance across multiple contact channels and agent groups, including outsourced partners
• Ability to lead change with proven ability to successfully lead cross-functional project teams
• Ability to collaborate to develop and execute on customer experience strategies across multiple products and businesses
• Ability to prioritize own deliverables and deliverables of their team against organizational priorities and strategies
• Strong communication and collaboration skills, including the ability to communicate and collaborate equally well with senior leaders, business process outsource partners, and cross-functional teams
• Proficiency with Microsoft Office (including advanced statistical and worksheet functions), business intelligence applications, and databases required 

We've got your back...  We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.

We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way. 

About us... GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us. 

At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page. 

GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our full EEO policy.

Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to myrecruiter@godaddy.com. 

GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.