Remote Workforce Manager: Scale Multichannel Support
Owner.com
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Benefits offered by this job
Job summary
Owner.com is seeking a Workforce Manager to own forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization across our multichannel customer support operation. In this remote-first role, you will partner with Support, Finance, Recruitment, and Analytics to balance customer experience with employee development, driving SLA adherence and scalable processes.
Candidates should have 5+ years of WFM experience in high-volume SaaS or services, with strong
Qualifications
- 5+ years of workforce management experience in contact centers.
- Experience forecasting, capacity planning, scheduling, and real-time management.
- Advanced Excel/Google Sheets skills and model development.
- Hands-on experience with workforce management platforms.
Responsibilities
- Forecast demand across phone, email, chat, and other channels.
- Develop interval staffing models by channel, skill, and tier.
- Own scheduling across distributed teams and time zones.
- Monitor real-time performance and adjust staffing as needed.
- Drive continuous improvements in forecasting, scheduling, and SLA adherence.
Skills
Tools
Job description
Owner.com is seeking a Workforce Manager to own forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization across our multichannel customer support operation. In this remote-first role, you will partner with Support, Finance, Recruitment, and Analytics to balance customer experience with employee development, driving SLA adherence and scalable processes.
Candidates should have 5+ years of WFM experience in high-volume SaaS or services, with strong
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