Senior Manager

Rozgoo; United States; Remote; USD 170.000 - 235.000; Vollzeit

Benefits dieser Stelle

Bonus eligibility

Equity package

Benefits

Zusammenfassung

Rozgoo is seeking a Senior Manager, Global Workforce Management to scale forecasting, capacity planning, scheduling, and optimization for a global customer operations footprint of 4,000+ agents. You will lead a team, partner with Ops, Finance, Analytics, and Technology, and drive AI-driven improvements in workforce efficiency and service levels.

This full-time role offers a base salary from $170,000 to $235,000, plus bonus, equity, and benefits, with final offer commensurate with location,

Qualifikationen

• 7+ years of workforce management experience in large-scale operations.
• 3+ years of people leadership experience.
• Expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics.
• Experience supporting operations across geographies, channels, and vendor partners.
• Strong analytical skills with ability to translate data into actionable recommendations.
• Experience driving process improvements and cross-functional initiatives.

Aufgaben

• Lead forecasting, capacity planning, scheduling, and workforce optimization across 4,000+ agents.
• Develop staffing plans aligning demand, service levels, employee experience, and financial goals.
• Collaborate with Operations, Finance, Vendor Management, Analytics, and Technology teams.
• Monitor performance, identify risks/opportunities, and adjust staffing to improve outcomes.
• Improve forecast accuracy, staffing efficiency, and schedule effectiveness.
• Champion AI, automation, and emerging workforce technologies to boost scalability and decision-making.

Kenntnisse

Forecasting

Capacity planning

Scheduling

Real-time management

Workforce analytics

Jobbeschreibung

About the role

We're hiring for a Senior Manager, Global Workforce Management to help scale and optimize workforce planning across our global Customer Operations organization. Delivering exceptional member experiences requires having the right people in the right place at the right time, and this role sits at the center of making that happen. As our Senior Manager, Global Workforce Management, you'll lead a team responsible for forecasting, capacity planning, scheduling, and workforce optimization for an operation supporting more than 4,000 agents globally. You'll partner closely with Operations, Finance, Vendor Management, Analytics, and Technology teams to improve operational performance while helping shape the future of workforce management through AI, automation, and continuous innovation. The base salary offered for this role and level of experience will begin at $170,000.00 and up to $235,000.00. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

Responsibilities

• In this role, you can expect to Lead forecasting, capacity planning, scheduling, and workforce optimization activities across a large-scale global customer operations organization supporting more than 4,000 agents.
• Develop staffing plans that align member demand, service level objectives, employee experience, and financial goals.
• Partner with Operations, Finance, Vendor Management, and Analytics teams to ensure workforce strategies support business priorities and long-term growth.
• Monitor workforce performance, identify emerging risks and opportunities, and recommend staffing adjustments that improve operational outcomes.
• Establish and enhance processes that improve forecast accuracy, staffing efficiency, schedule effectiveness, and workforce performance.
• Champion AI, automation, and emerging workforce technologies to improve scalability, forecasting precision, and operational decision-making.
• Manage, coach, and develop a high-performing workforce management team while fostering a culture of accountability, collaboration, inclusion, and continuous improvement.

Requirements

• To thrive in this role, you have 7+ years of workforce management experience supporting large-scale customer operations environments.
• 3+ years of people leadership experience with a demonstrated track record of coaching, developing, and retaining high-performing teams.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, and workforce analytics that drive measurable business outcomes.
• Experience supporting complex operations with thousands of agents across multiple geographies, channels, and outsourced vendor partners.
• Strong analytical skills and experience translating workforce data into actionable recommendations for operational and executive stakeholders.
• Experience driving process improvements, operational efficiencies, and cross-functional initiatives t

Compensation & Benefits

• The base salary offered for this role and level of experience will begin at $170,000.00 and up to $235,000.00.
• Full-time employees are also eligible for a bonus, competitive equity package, and benefits.
• The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.