Remote Workforce Manager, Customer Success

Sonova USA, Inc.

Aurora (IL)

Remote

USD 98,000 - 122,000

Full time

14 days+

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Benefits offered by this job

Health Insurance

401(k) plan with company match

Paid time off / holidays

Tuition reimbursement

Hearing-aid discount for employees and

Job summary

Sonova USA, Inc. is seeking a Workforce Manager, Customer Success to lead forecasting, capacity planning, scheduling and real-time management for our Customer Success team. You will be the subject matter expert for Calabrio Workforce Management, driving data-driven staffing decisions and dashboards.

You will partner with Finance, HR, Training, IT and Operations to align staffing with product launches and demand drivers, while ensuring data quality across systems. Remote/hybrid role with < 10% travel and strong Excel/BI capabilities.

Qualifications

Bachelor's degree in Business, Analytics, Operations or related field preferred; equivalent experience considered.
5+ years of progressive workforce-management experience in contact centers.
Hands-on experience with forecasting, capacity planning, scheduling and real-time WFM.
Calabrio WFM expertise required; advanced admin/configuration experience preferred.
Strong knowledge of contact-center metrics: forecast accuracy, service level, ASAP, AHT, occupancy, shrinkage.

Responsibilities

Forecast short-, medium- and long-range contact volume and translate into staffing needs.
Create and maintain agent schedules in Calabrio WFM balancing demand, PTO, training and meetings.
Maintain rolling workforce plan and identify staffing gaps and future needs.
Lead real-time and intraday WFM; monitor volume, staffing, service levels and adherence.
Track forecast accuracy, service levels and occupancy; produce dashboards and reports.
Provide data-driven recommendations to leadership on staffing and scheduling.
Own Calabrio WFM configuration and ongoing optimization.