Workforce Manager, Support

📋 Description

• Own short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support
• Develop interval-level staffing models by channel, skill, and support tier using established
• Account for contact volume, average handle time, occupancy, shrinkage, attrition, training, and
• Partner with Finance, Recruiting, and Support leadership to develop headcount plans, hiring
• Monitor forecast accuracy, analyze variances, and adjust staffing assumptions based on business
• Own workforce scheduling across distributed teams, aligning staffing coverage with forecasted

🎯 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 management, and
• Strong understanding of workforce management methodologies, including Erlang C, interval
• Advanced proficiency in Excel or Google Sheets, with experience developing and maintaining complex
• Hands-on experience implementing, configuring, or administering workforce management platforms
• Strong analytical skills and the ability to translate operational data into actionable staffing and

🎁 Benefits

• Comprehensive health coverage
• Work from anywhere (100% remote workplace)
• Unlimited PTO
• Extra fun perks