Workforce Manager, Support
Core
Build and lead workforce management across a growing, multichannel customer support organization, owning forecasting, capacity planning, scheduling, and real-time operations to ensure the right people and skills are available when customers need assistance.
Role type
Senior Workforce Manager (Support Operations)
Builds
Scalable staffing models and workforce plans for a multichannel support organization
Domain
Customer Support / Contact Center Operations
Required skills
Workforce forecasting, capacity planning, scheduling, Erlang C modeling, service-level optimization, distributed team management, workforce management platform configuration, data analysis, process automation
Preferred skills
SaaS environment experience, NICE/Genesys/Verint/Calabrio/Assembled platforms, Salesforce/Intercom, SQL/Snowflake, AI/automation impact assessment
Technologies
Erlang C, Excel, Google Sheets, NICE, Genesys, Verint, Calabrio, Assembled, Salesforce, Intercom, SQL, Snowflake
Responsibilities
Forecast demand and plan capacity across phone, email, chat, SMS, and support casework; Develop workforce and headcount plans partnering with Finance and Recruiting; Improve forecast accuracy by monitoring performance and adjusting assumptions; Own scheduling and workforce optimization for distributed teams; Establish scheduling procedures and monitor adherence; Lead real-time workforce management and intraday reforecasting; Manage operational risks and contingency plans; Analyze performance and recommend improvements; Optimize workforce management systems and automate manual workflows
Seniority
Senior, hands-on IC
