Workforce Resource Manager

Ping Identity

  • USA
  • $61,000-74,000 per year
  • Permanent
  • Full-time
  • 2 days ago
About Ping Identity:At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. One of our core values, Respect Individuality, reminds us to celebrate differences so you are empowered to bring your authentic self to work.We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.Position SummaryThe Workforce Resource Manager is responsible for optimizing the allocation and utilization of support engineers within our global contact center support organization. This role involves strategic planning, resource alignment with financial forecasts, scheduling and managing the availability of skilled personnel to meet organizational needs and ensure SLAs are met. The Workforce Manager will also own and optimize the workforce management system, ensuring it supports effective planning and decision-making. The Workforce Manager plays a critical role in ensuring efficiency, productivity, and employee satisfaction by aligning individual capabilities with organizational objectives.Key Responsibilities
  • Resource Planning and Allocation:
  • Develop and implement strategies for effective resource planning, forecasting, and allocation across multiple contact center work streams, geographies and product focused teams.
  • Partner closely with Finance to align resource plans with financial forecasts and budgets.
  • Collaborate with program managers and department heads to understand resource requirements and project timelines.
Workforce Management Tool Ownership:
  • Serve as the owner of the organization's workforce management system, ensuring it is configured, maintained, and adopted effectively across teams.
  • Drive continuous improvement of the tool's functionality, workflows, and reporting to meet evolving business needs.
  • Provide training, documentation, and support to ensure consistent and effective use across the organization.
  • Reporting and Analysis:
  • Develop and maintain resource tracking systems and dashboards.
  • Generate reports on resource utilization, availability, and forecasting.
  • Analyze data to identify trends, potential bottlenecks, and areas for improvement.
  • Process Improvement:
  • Continuously evaluate and improve resource management processes and tools.
  • Implement best practices to enhance efficiency and effectiveness in resource deployment.
  • Create a WFM framework that will enable our support managers and engineers to focus on what's important - Our customers.
  • Stakeholder Communication:
  • Serve as the primary point of contact for all resource-related inquiries.
  • Communicate resource decisions and strategies to relevant stakeholders.
Qualifications
  • Experience:
  • At least 2 years of experience in workforce planning for a large, complex contact center is required. Global, 24/7, and fast-paced environments are preferred.
  • Proven experience with a variety of resource/workforce management software and tools, with experience in tool ownership and optimization preferred.
  • Proficiency with Salesforce is required.
  • Flexible meeting times to accommodate global collaboration with stakeholders
  • Skills:
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to manage multiple priorities and work effectively under pressure.
  • Proficiency in data analysis, reporting and presentations.
  • Strategic thinking and decision-making abilities.
Salary Range: $61,000 - $74,000In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.Life at Ping:We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.Here are just a few of the things that make Ping special:
  • A company culture that empowers you to do your best work.
  • Employee Resource Groups that create a sense of belonging for everyone.
  • Regular company and team bonding events.
  • Competitive benefits and perks.
  • Global volunteering and community initiatives
Our Benefits:
  • Generous PTO & Holiday Schedule
  • Parental Leave
  • Progressive Healthcare Options
  • Retirement Programs
  • Opportunity for Education Reimbursement
  • Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Ping Identity