Remote Workforce Manager, Customer Success — Forecasting

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

Benefits offered by this job

Medical, dental and vision coverage

401(k) plan with company match

Paid parental bonding leave

Tuition reimbursement

Hearing-aid discount for employees and

PTO and holidays

Employee Assistance Program

Job summary

Sonova USA, Inc. seeks a Workforce Manager, Customer Success to lead forecasting, capacity planning, scheduling and real-time management for our Customer Success group.

You will own Calabrio Workforce Management configuration, reporting and optimization, partnering with Finance, HR, IT and Operations to align staffing with demand. Ideal candidates bring 5+ years in workforce management, strong analytics, advanced Excel skills and experience with Power BI/Tableau/SQL.

Qualifications

• Bachelor's degree in Business, Operations, Analytics, Mathematics, Statistics or a related field; equivalent experience considered.
• 5+ years of progressive workforce-management experience in a contact center or equivalent.
• Hands-on forecasting, capacity planning, scheduling and real-time WFM experience.
• Calabrio WFM expertise required; admin/config/implementation experience preferred.
• Strong knowledge of contact-center metrics: forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage.
• Strong analytical skills to interpret data and drive recommendations.
• Excellent written and verbal communication; able to convey complex data to leaders.
• Experience leading cross-functional initiatives without direct authority.
• Advanced Excel; Power BI, Tableau, SQL or similar tools; CCaaS experience (Webex) a plus.
• Willingness to travel < 10%.
• Ability to collaborate with multiple departments to align demand with events and launches.

Responsibilities

• Own short-, medium- and long-range forecasting and translate into staffing and capacity requirements.
• Develop and maintain Calabrio WFM schedules balancing demand, availability, PTO, training and meetings.
• Maintain rolling workforce plan and identify gaps, excess capacity and future hiring needs.
• Lead real-time workforce management and adjust staffing when performance varies.
• Track forecast accuracy, service levels, adherence and utilization; monitor occupancy and shrinkage.
• Develop dashboards and recurring reports for Customer Success with actionable insights.
• Conduct variance and root-cause analyses and recommend actions to improve efficiency.
• Serve as SME for Calabrio WFM including forecasting, scheduling and optimization.
• Collaborate with Finance, HR, IT, Product and Operations to incorporate events into planning.
• Ensure data quality across Calabrio, CCaaS, HR and timekeeping systems; resolve discrepancies.
• Provide data-driven staffing recommendations to leadership and set governance cadences.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Excel

Power BI

Tableau

SQL

Communication

Cross-functional collaboration

Education

Bachelor's degree in Business/Operations/Analytics/Math/Statistics or related field

Tools

Calabrio Workforce Management

Webex Contact Center

Job description

Sonova USA, Inc. seeks a Workforce Manager, Customer Success to lead forecasting, capacity planning, scheduling and real-time management for our Customer Success group.

You will own Calabrio Workforce Management configuration, reporting and optimization, partnering with Finance, HR, IT and Operations to align staffing with demand. Ideal candidates bring 5+ years in workforce management, strong analytics, advanced Excel skills and experience with Power BI/Tableau/SQL.