Workforce Manager – Support

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of short-, medium-, and long-term demand forecasts for phone, email, chat, SMS, and support casework.

• Create interval-level staffing models by channel, skill, and support tier utilizing Erlang C and workload-based capacity models.

• Consider contact volume, average handle time, occupancy, shrinkage, attrition, training, and employee ramp in determining staffing needs.

• Collaborate with Finance, Recruiting, and Support leadership on headcount strategies, hiring schedules, and workforce budgets.

• Track forecast accuracy, analyze discrepancies, and modify staffing assumptions for growth, seasonality, and automation efficiencies.

• Manage workforce scheduling across distributed teams, ensuring coverage aligns with forecasted demand and service-level goals.

• Enhance shifts, breaks, PTO, training, coaching, and other offline activities.

• Oversee scheduling across various time zones, weekends, holidays, and overnight operations.

• Develop processes for schedule modifications, overtime, attendance exceptions, and adherence monitoring.

• Identify scheduling inefficiencies, coverage shortcomings, and potential for workforce optimization.

• Implement real-time monitoring of staffing levels, agent availability, queue performance, service levels, occupancy, and schedule adherence.

• Conduct intraday reforecasting and manage staffing adjustments in response to demand variations, absenteeism, and disruptions.

• Formulate escalation protocols and contingency strategies for service-level risks, staffing shortages, and system outages.

• Evaluate workforce performance to identify root causes of service-level failures, capacity losses, and operational inefficiencies.

• Create actionable reports and conduct regular workforce performance evaluations with recommendations for corrective actions.

• Oversee the implementation, configuration, and enhancement of workforce management tools and related processes.

• Ensure the accuracy of workforce data and reliable integration with support, telephony, and employee management systems.

• Automate manual tasks and enhance visibility into forecasting, scheduling, adherence, and staffing performance.

• Document workforce management procedures, establish operating standards, and clarify ownership across teams.

• Continuously enhance workforce efficiency, scalability, and consistency in service levels as the business expands.

⛳️ Requirements

• Minimum of 5 years of experience in contact center workforce management, with at least 2 years in a leadership role overseeing workforce management functions.

• Proven expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis in a high-volume, multichannel support setting.

• Strong knowledge of workforce management methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.

• Advanced skills in Excel or Google Sheets, with experience in developing and maintaining intricate staffing and capacity models.

• Practical experience in implementing, configuring, or managing workforce management platforms.

• Robust analytical abilities with the talent to convert operational data into actionable staffing and performance suggestions.

• Experience in supporting distributed teams, skill-based routing, and complex scheduling needs.

• Proven track record of enhancing forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.

• Strong communication skills, ability to collaborate across functions, and a sense of operational ownership.

• Familiarity with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms is advantageous.

• Knowledge of Salesforce, Intercom, or similar customer support platforms is a plus.

• Proficiency in SQL, Snowflake, or business intelligence tools is a plus.

• Experience assessing the impact of AI and automation on contact demand and staffing needs is a plus.

🏝️ Benefits

• Comprehensive health coverage.

• Work from anywhere (100% remote workplace).

• Unlimited PTO.

• Extra fun perks.