Workforce Manager, Support

Accountabilities: Forecast demand and plan capacity: Own short-, medium-, and long-term forecasts across phone, email, chat, SMS, and support casework. Build interval-level staffing models by channel, skill, and support tier using methodologies such as Erlang C and workload-based capacity planning. Develop workforce and headcount plans: Account for contact volumes, average handle time, occupancy, shrinkage, attrition, training, and employee ramp time when determining staffing needs. Partner with Finance, Recruiting, and Support leadership on hiring timelines, headcount plans, and workforce budgets. Improve forecast accuracy: Monitor forecast performance, investigate variances, and adjust assumptions based on business growth, seasonality, and the impact of automation. Own scheduling and workforce optimization: Manage schedules across distributed teams and time zones, aligning coverage with forecast demand and service-level targets. Optimize shifts, breaks, paid time off, training, coaching, and other offline activities. Establish scheduling procedures: Define processes for schedule changes, overtime, attendance exceptions, and adherence monitoring while identifying coverage gaps and opportunities to improve workforce utilization. Lead real-time workforce management: Monitor staffing levels, agent availability, queue performance, service levels, occupancy, and schedule adherence. Conduct intraday reforecasting and coordinate adjustments in response to demand changes, absenteeism, or operational disruptions. Manage operational risks: Develop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages. Analyze performance and recommend improvements: Identify root causes of service-level misses, capacity loss, and operational inefficiencies. Deliver clear reporting, regular performance reviews, and actionable recommendations to Support leaders. Optimize workforce management systems: Lead the implementation, configuration, and ongoing improvement of workforce management platforms and supporting processes. Maintain reliable workforce data and integrations with support, telephony, and employee management systems. Build scalable processes: Automate manual workflows, document operating procedures, establish clear ownership, and continuously improve workforce efficiency and service consistency as the organization grows. Requirements: 5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function. Demonstrated expertise in forecasting, capacity planning, scheduling, real-time workforce management, and performance analysis within a high-volume, multichannel support environment. Strong understanding of workforce planning methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization. Advanced proficiency in Excel or Google Sheets, with experience building and maintaining complex staffing and capacity models. Hands-on experience implementing, configuring, or administering workforce management platforms. Strong analytical skills and the ability to translate operational data into practical staffing recommendations and performance improvements. Experience supporting distributed teams, skill-based routing, and complex scheduling requirements across time zones. Proven track record of improving forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization. Excellent communication and cross-functional collaboration skills, with strong operational ownership and sound judgment. Nice to have: Experience building workforce management capabilities within a high-growth SaaS or technology company. Familiarity with workforce management platforms such as NICE, Genesys, Verint, Calabrio, or Assembled. Experience with Salesforce, Intercom, or comparable customer support platforms. Proficiency in SQL, Snowflake, or business intelligence tools. Experience assessing how AI and automation affect contact volumes, demand patterns, and staffing requirements. 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.