Workforce Manager, Support

Role overview Own workforce planning for a growing, multichannel customer support operation. You’ll forecast demand, determine staffing needs, manage schedules and real-time coverage, and improve performance against service goals. The role partners with support leaders, finance, recruiting, and analytics to balance customer experience, team needs, and operating efficiency.

Responsibilities - Build short-, medium-, and long-range forecasts for phone, email, chat, SMS, and casework demand. - Create interval-level staffing plans by channel, skill, and support tier, accounting for workload, handling time, occupancy, shrinkage, attrition, training, and ramp-up. - Coordinate headcount plans, hiring timelines, and workforce budgets with partner teams; track forecast accuracy and explain variances. - Own schedules across distributed teams, balancing coverage with breaks, leave, training, coaching, and other offline activities. - Monitor real-time service levels and schedule adherence, adjusting staffing and escalating risks as needed. - Improve workforce processes and reporting, translating operational data into recommendations and scalable standards.

Requirements - 5+ years in contact center workforce management, including 2+ years leading or owning a workforce planning function. - Demonstrated experience in forecasting, capacity planning, scheduling, real-time management, and performance analysis in a high-volume, multichannel environment. - Strong grasp of Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level planning. - Advanced Excel or Google Sheets skills, including building and maintaining complex staffing models. - Hands-on experience administering, configuring, or implementing workforce management software. - Analytical, communication, and ownership skills, with experience supporting distributed teams and skill-based routing.

Nice to have - Experience in a high-growth software business; with workforce platforms such as NICE, Genesys, Verint, Calabrio, or Assembled; or with customer support systems. - SQL, Snowflake, or business intelligence skills, and experience assessing how AI or automation changes support demand.

Benefits and work setup - Estimated base salary: $100,000–$130,000 USD. - Fully remote, work-from-anywhere setup, comprehensive health coverage, and unlimited paid time off.