Multichannel Workforce Optimization Lead

Partner Company; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Partner Company seeks a leader to oversee workforce management for a multichannel customer support organization. The role focuses on forecasting, capacity planning, scheduling, and real-time operations to ensure optimal service levels.

You will develop scalable staffing models and collaborate with Support leadership, Finance, Recruiting, and Analytics to optimize workforce plans. Enhancing systems, automating processes, and delivering actionable insights will drive efficiency and service quality.

Responsibilities

• Lead workforce management across a multichannel customer support organization, including forecasting, capacity planning, scheduling, and real-time operations.
• Develop scalable staffing models and collaborate with Support leadership, Finance, Recruiting, and Analytics to optimize workforce plans.
• Strengthen workforce systems, automate processes, and provide actionable insights to improve efficiency and service quality.

Job description

Partner Company seeks a leader to oversee workforce management for a multichannel customer support organization. The role focuses on forecasting, capacity planning, scheduling, and real-time operations to ensure optimal service levels.

You will develop scalable staffing models and collaborate with Support leadership, Finance, Recruiting, and Analytics to optimize workforce plans. Enhancing systems, automating processes, and delivering actionable insights will drive efficiency and service quality.