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Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
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As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.
Role Summary
Customer Experience is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love. We strive to understand and predict our customers’ needs, behaviors, and emotions, leveraging these insights to inform the design of compelling experiences across every touchpoint throughout their journey with Rivian.
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As a Workforce Manager supporting four centers spanning two states and two countries, your role is instrumental in optimizing operations and ensuring exceptional customer service. You will be responsible for both short-term real-time management and long-term headcount forecasting for various synchronous and asynchronous communication channels, including email, phone, and chat.
Responsibilities
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- Develop quarterly headcount forecasts to align staffing with business objectives and growth plans. \n
- Collaborate with key stakeholders to understand business trends, seasonal/demand fluctuations, and market dynamics that may impact staffing requirements. \n
- Continuously assess and adjust long-term forecasts based on changing business needs. \n
- Allocate resources across the four centers to meet service level agreements (SLAs) and operational targets. \n
- Monitor real-time data to ensure adherence to schedules and adjust staffing as needed to maintain service quality. \n
- Respond rapidly to unexpected spikes in communication volume, optimizing resource utilization. \n
- Manage staffing and scheduling for synchronous channels (phone and chat) and asynchronous channels (email). \n
- Ensure the seamless coordination of resources to deliver consistent service across different communication modes. \n
- Utilize advanced workforce management software and tools to analyze historical data, track performance metrics, and optimize schedules. \n
- Identify opportunities for system enhancements to improve forecasting accuracy and real-time decision-making. Partner cross functionally to scope and prioritize any integration enhancements. \n
- Generate regular reports on workforce performance, including SLAs, adherence, and productivity. \n
- Conduct in-depth analysis of data to identify trends, operational bottlenecks, and opportunities for process improvement. \n
- Provide data-driven recommendations to enhance overall efficiency and resource allocation. \n
- Appropriately escalate if negative trends emerge or risks surface and suggest solutions to reverse trends or neutralize risks. \n
- Cross-Border Coordination: \n
- Collaborate effectively with teams and managers in multiple states and countries, ensuring a unified workforce strategy. \n
- Navigate legal and compliance requirements specific to each location and facilitate compliance. \n
- Drive initiatives to improve agent performance, reduce operational costs, and enhance the customer experience. \n
- Implement best practices for workforce optimization and efficiency enhancement. \n
Qualifications
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- Exceptional problem solving, stakeholder management, and cross-functional relationship building \n
- Proven experience in workforce management, preferably in a multi-location, multi-channel contact center environment. \n
- Proficiency in workforce management software and analytical tools preferably Calabrio and Playvox. Familiarity with Tableau, excel, ppt also useful \n
- Strong communication and interpersonal skills to collaborate with diverse teams. \n
- Ability to adapt quickly to changing priorities and make data-driven decisions in real-time. \n
- Knowledge of labor laws and compliance regulations relevant to the states and countries served. \n
Pay Disclosure
Salary Range for California Based Applicants: $121,000 to $139,000 (actual compensation will be determined based on experience, location, and other factors permitted by law).
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Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.
Equal Opportunity
\nRivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
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Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.
\nCandidate Data Privacy
\nRivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.
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Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.
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Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
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Please note that we are currently not accepting applications from third party application services.
