Workforce Manager, Support

📋 Description

• Forecast demand and plan capacity: Own short-, medium-, and long-term forecasts across phone
• Develop workforce and headcount plans: Account for contact volumes, average handle time, occupancy
• Improve forecast accuracy: Monitor forecast performance, investigate variances, and adjust
• Own scheduling and workforce optimization: Manage schedules across distributed teams and time
• Establish scheduling procedures: Define processes for schedule changes, overtime, attendance
• Lead real-time workforce management: Monitor staffing levels, agent availability, queue

🎯 Requirements

• 5+ years of experience in contact center workforce management, including at least 2 years owning or
• Demonstrated expertise in forecasting, capacity planning, scheduling, real-time workforce
• Strong understanding of workforce planning methodologies, including Erlang C, interval forecasting
• Advanced proficiency in Excel or Google Sheets, with experience building and maintaining complex
• Hands-on experience implementing, configuring, or administering workforce management platforms.
• Strong analytical skills and the ability to translate operational data into practical staffing

🎁 Benefits

• Base salary: Estimated annual range of $100,000–$130,000 USD.
• Remote work: 100% remote workplace, with work-from-anywhere flexibility.
• Paid time off: Unlimited PTO.
• Healthcare: Comprehensive health coverage.
• Additional perks: Extra employee perks and benefits.