Global CX Capacity Architect

Harvey; Utah; Teletrabalho; USD 121 000 - 181 000; Tempo integral

Resumo da oferta

Harvey is seeking a Global CX Workforce Manager to own the workforce-planning function for our 24/7 global support organization. You will translate growth into forecasts, staffing plans, and capacity investments while maintaining service quality.

This hands-on role requires building models, standards, and dashboards across regions and regions, collaborating with regional managers as one connected team. The role focuses on demand, capacity, scheduling, and the impact of automation, with scalable

Qualificações

• 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.

Responsabilidades

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.

Conhecimentos

Workforce management

Capacity planning

Support operations

Data analysis

SQL

BI tools

Zendesk

WFM platforms

Cross-functional leadership

Executive communication

Ferramentas

SQL

BI tools

Zendesk

WFM platforms

Descrição da oferta de emprego

Harvey is seeking a Global CX Workforce Manager to own the workforce-planning function for our 24/7 global support organization. You will translate growth into forecasts, staffing plans, and capacity investments while maintaining service quality.

This hands-on role requires building models, standards, and dashboards across regions and regions, collaborating with regional managers as one connected team. The role focuses on demand, capacity, scheduling, and the impact of automation, with scalable