Remote Workforce Manager, Customer Success

Sonova USA, Inc.; Aurora (IL); Hybrid; USD 98,000 - 122,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401(k) match

Paid time off and holidays

Tuition reimbursement

Hearing-aid discount

Job summary

Sonova USA, Inc. is seeking a Workforce Manager, Customer Success to lead forecasting, capacity planning, scheduling and real-time workforce management for our Customer Success organization.

You will serve as the Calabrio WFM subject matter expert, turning data into actionable staffing decisions. You will own short-, medium- and long-range forecasts, develop schedules that balance demand with agent availability, and partner across Finance, HR, IT and Operations to align workforce plans with

Qualifications

• Bachelor’s degree in a related field required or equivalent experience.
• 5+ years of progressive workforce-management experience in a contact center.
• Experience forecasting, capacity planning, scheduling and real-time workforce management.
• Hands-on Calabrio WFM experience; admin or configuration is a plus.
• Strong knowledge of contact-center metrics: forecast accuracy, service level, AHT, adherence.

Responsibilities

• Own short-, medium- and long-range contact-volume forecasting and translate forecasts into staffing and capacity requirements.
• Develop and maintain employee schedules in Calabrio WFM, balancing forecasted demand with availability.
• Maintain a rolling workforce plan and identify staffing gaps and needs.
• Lead real-time workforce management and adjust plans when thresholds are exceeded.
• Track forecast accuracy, service levels, occupancy and utilization; analyze variances.
• Develop dashboards and recurring reports for leadership with actionable insights.
• Serve as the Calabrio WFM SME including forecasting, scheduling and optimization.
• Collaborate with Finance, HR, IT, Training, Quality, Sales and Operations to align plans.
• Ensure data quality across Calabrio, HR/timekeeping systems and other data sources.
• Provide data-driven staffing recommendations and maintain documented processes.

Skills

Forecasting

Capacity planning

Scheduling

Analytical skills

Leadership

Education

Bachelor's degree in Business, Operations, Analytics, Mathematics, Statistics or related field

Tools

Calabrio Workforce Management

Excel

Power BI

Tableau

SQL

Webex Contact Center

Job description

Sonova USA, Inc. is seeking a Workforce Manager, Customer Success to lead forecasting, capacity planning, scheduling and real-time workforce management for our Customer Success organization.

You will serve as the Calabrio WFM subject matter expert, turning data into actionable staffing decisions. You will own short-, medium- and long-range forecasts, develop schedules that balance demand with agent availability, and partner across Finance, HR, IT and Operations to align workforce plans with