Global Workforce Strategy Lead - Forecasting, Scheduling & AI

Rozgoo; San Francisco (CA); On-site; USD 170,000 - 235,000; Full time

Benefits offered by this job

Bonus

Equity package

Benefits

Job summary

Rozgoo is seeking a Senior Manager, Global Workforce Management to scale forecasting, capacity planning, and scheduling across a global operation of 4,000+ agents. You will partner with Operations, Finance, Vendor Management, Analytics, and Technology to drive performance and innovation.

You will lead a team, shape staffing strategies, and champion AI and automation to improve scalability and decision-making while maintaining a culture of accountability and inclusion.

Qualifications

• 7+ years of workforce management experience supporting large-scale customer operations environments.
• 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce management.

Responsibilities

• Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
• Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
• Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
• Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
• Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
• Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
• Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.

Skills

Forecasting

Capacity planning

Scheduling

Workforce optimization

Leadership

AI & automation

Stakeholder collaboration

Performance monitoring

Job description

Rozgoo is seeking a Senior Manager, Global Workforce Management to scale forecasting, capacity planning, and scheduling across a global operation of 4,000+ agents. You will partner with Operations, Finance, Vendor Management, Analytics, and Technology to drive performance and innovation.

You will lead a team, shape staffing strategies, and champion AI and automation to improve scalability and decision-making while maintaining a culture of accountability and inclusion.