Workforce Manager

Accountabilities:

• Develop and maintain workforce forecasts using historical trends, business growth projections, and support channel performance data to ensure optimal staffing levels.


• Create and manage schedules across customer support channels, balancing operational efficiency with service-level objectives.


• Monitor real-time adherence, occupancy, utilization, and queue performance, making intraday adjustments to maintain coverage and service quality.


• Oversee daily queue management activities, including routing, escalation workflows, and support channel configurations to optimize ticket and chat flow.


• Track and analyze workforce management metrics such as SLA adherence, average handle time, occupancy, utilization, and service performance, providing actionable insights to leadership.


• Monitor AI-assisted support tools, reviewing containment, deflection, and customer satisfaction performance while identifying opportunities for optimization.


• Maintain operational dashboards, reporting frameworks, and workforce management documentation to support decision-making and process consistency.


• Partner with support leaders and operational stakeholders to improve workforce strategies, enhance productivity, and support future scaling initiatives.


• Contribute to continuous improvement efforts by identifying operational bottlenecks, recommending process enhancements, and supporting workforce management best practices.

Requirements

• 4+ years of experience in workforce management, contact center operations, or a similar operational planning environment.


• Proven experience building and managing workforce forecasts, schedules, and capacity plans in customer support or service operations.


• Strong background in real-time queue management, intraday performance monitoring, and workforce optimization.


• Advanced analytical skills with the ability to interpret large datasets and transform findings into actionable operational recommendations.


• Proficiency with reporting and data analysis tools such as Excel, Google Sheets, SQL, or equivalent platforms.


• Experience working with AI-powered customer support tools and evaluating their operational performance.


• Strong communication and stakeholder management skills, with the ability to present operational insights clearly and effectively.


• Familiarity with customer support platforms, workflow automation tools, and routing systems is highly desirable.


• Experience in SaaS, technology, or high-growth environments is considered an advantage.


• Ability to thrive in a fast-paced, remote-first environment while managing competing priorities and operational demands.

• Competitive salary package aligned with experience and expertise.


• Flexible remote working environment.


• Generous paid time off to support work-life balance.


• Comprehensive healthcare coverage, including medical, dental, vision, and prescription benefits.


• Paid parental, maternity, bonding, and medical leave programs.


• Access to confidential mental health and wellness support resources.


• Retirement savings plan with employer contribution opportunities where applicable.


• Flexible spending and health savings account options where available.


• Life and accident insurance coverage for added financial security.


• Monthly wellness allowance to support physical, mental, and personal well-being.


• Home office support to help create an effective remote workspace.


• Professional development and continuing education opportunities.


• Collaborative, supportive team culture with regular opportunities for connection and growth.

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