Remote Workforce Manager - Support Forecasting & Ops

Owner; San Francisco (CA); Ibrido; USD 100.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health coverage

Remote work (100% remote)

Unlimited PTO

Descrizione del lavoro

Owner is seeking a seasoned Workforce Manager to own forecasting, capacity planning, scheduling, and real-time workforce control across a growing multichannel support operation. You will partner with Finance, Recruiting, and Analytics to balance customer experience with efficiency.

This remote-first, global company prioritizes scalable processes and data-driven decisions. You will drive continuous improvement while aligning with business growth and SLAs.

Competenze

• 5+ years in contact center workforce management, including 2+ years leading a WFM function.
• Proven forecast accuracy, capacity planning, and staffing optimization in high-volume, multichannel support.
• Advanced Excel/Google Sheets skills for building complex staffing models.
• Hands-on experience implementing/ administering WFM platforms.

Mansioni

• Own forecast, capacity planning, and staffing for phone, email, chat, and SMS channels.
• Develop interval-level models by channel, skill, and support tier; apply Erlang C and workload-based methods.
• Lead scheduling, breaks, PTO, and adherence monitoring to meet service levels.
• Establish real-time monitoring, intraday reforecasting, and contingency plans for service risks.
• Automate processes, improve data quality, and document WFM procedures.

Conoscenze

Forecasting

Capacity planning

Scheduling

Real-time management

Data analysis

Strumenti

NICE

Genesys

Verint

Calabrio

Salesforce

Descrizione del lavoro

Owner is seeking a seasoned Workforce Manager to own forecasting, capacity planning, scheduling, and real-time workforce control across a growing multichannel support operation. You will partner with Finance, Recruiting, and Analytics to balance customer experience with efficiency.

This remote-first, global company prioritizes scalable processes and data-driven decisions. You will drive continuous improvement while aligning with business growth and SLAs.