Workforce Manager, Support
Core
Build and own workforce management across a multichannel customer support organization, including forecasting, capacity planning, scheduling, and real-time optimization.
Role type
Senior Workforce Manager (Customer Support)
Builds
Scalable workforce management processes and staffing models for a global, distributed support team.
Domain
SaaS / Customer Support / Workforce Management
Required skills
Workforce forecasting, capacity planning, scheduling, Erlang C modeling, service-level optimization, distributed team management, data analysis, process automation
Preferred skills
NICE/Genesys/Verint platform experience, SQL, Snowflake, BI tools, AI/automation impact evaluation
Technologies
Erlang C, Excel, Google Sheets, NICE, Genesys, Verint, Calabrio, Assembled, Salesforce, Intercom
Responsibilities
Own short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support casework; Develop interval-level staffing models by channel, skill, and support tier; Own workforce scheduling across distributed teams and time zones; Establish real-time monitoring of staffing, agent availability, queue performance, and service levels; Implement and optimize workforce management tools and supporting processes.
Seniority
Senior, hands-on IC
