Senior Workforce Manager, Multi-Channel Care Operations

Care Com; Dallas (TX); Hybrid; USD 56,000 - 66,000; Full time

Benefits offered by this job

Health insurance coverage

Life and disability insurance

401K employer matching program

Paid holidays

Paid time off (PTO)

Job summary

Care.com in Dallas, TX is seeking a Supervisor, Workforce Management to own forecasting, scheduling, and intraday decisions across email, chat, and phone support. You will partner with the Operations Manager to surface insights, drive performance, and keep service levels aligned with real demand.

Ideal candidates have 2–3 years in workforce planning, strong analytics, and experience with outsourced partners.

Qualifications

• 2–3 years in workforce management or real-time analysis.
• 1–2 years in a customer service role.
• Experience with outsourced (BPO) partners and influencing performance.
• Strong analytical skills and ability to turn data into recommendations.

Responsibilities

• Monitor email, chat, and phone queues and track SLA risk.
• Manage scheduling across channels with a BPO.
• Forecast and plan to anticipate volume shifts.
• Pull regular and ad hoc reports and explain what the numbers mean.
• Coordinate readiness for workflow changes, launches, outages, and peaks.
• Support onboarding of new BPO sites and agents.

Skills

Workforce management

Real-time analysis

Analytical skills

Cross-functional collaboration

Communication

Data-driven decision making

Education

Bachelor's degree preferred

Tools

Tableau

WFM platforms

Salesforce.com

Microsoft Office

Google Workspace

Job description

Care.com in Dallas, TX is seeking a Supervisor, Workforce Management to own forecasting, scheduling, and intraday decisions across email, chat, and phone support. You will partner with the Operations Manager to surface insights, drive performance, and keep service levels aligned with real demand.

Ideal candidates have 2–3 years in workforce planning, strong analytics, and experience with outsourced partners.