Workforce Manager, Customer Success

Sonova Group; Aurora (IL); Hybrid; USD 98,000 - 122,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan with company match

Paid time off and holidays

Parental bonding leave

Employee assistance program

Job summary

Sonova is hiring a Workforce Manager, Customer Success in Aurora, IL. You will lead forecasting, staffing, scheduling and real-time management for the Customer Success team, leveraging Calabrio WFM and data-driven processes.

You will partner with Finance, HR, IT and Operations to align workforce plans with business events, product launches and service levels, while driving efficiency and excellent customer outcomes.

Qualifications

• Bachelor’s degree preferred; equivalent relevant experience considered.
• Extensive experience in forecasting, capacity planning and scheduling.
• Strong analytical skills to translate data into actions.

Responsibilities

• Own short-, medium- and long-range contact-volume forecasting; translate into staffing needs.
• Develop and maintain schedules balancing demand, availability, PTO and training.
• Maintain a rolling workforce plan; identify gaps and future hires.
• Lead real-time workforce management; monitor volume and adherence.
• Analyze forecast accuracy, service levels and utilization; drive improvements.
• Create dashboards and reports for Customer Success leadership.
• Conduct variance analysis and recommend staffing actions.
• Act as Calabrio WFM owner; optimize configuration and usage.
• Collaborate with CS leadership, Finance, HR, IT, Sales and Ops on demand drivers.
• Ensure data quality across systems; resolve discrepancies.
• Provide data-driven staffing recommendations to leadership.

Skills

Forecasting

Capacity planning

Scheduling

Real-time WFM

Calabrio WFM

Excel

Power BI

Tableau

SQL

Webex CCaaS

Education

Bachelor’s degree in Business/Operations/Analytics/Mathematics/Statistics or related field

Tools

Calabrio Workforce Management

Excel

Power BI

Tableau

SQL

Webex Contact Center

Job description

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Workforce Manager, Customer Success

Aurora, IL

Workforce Manager, Customer Success

Join Sonova as a Workforce Manager, Customer Success and lead workforce forecasting, capacity planning, scheduling, real-time management and performance reporting for our Customer Success organization.

You will serve as Sonova’s primary business subject matter expert for the Calabrio Workforce Management module, helping us maximize the platform and transition workforce decisions toward consistent, data-driven processes.

Responsibilities:

• Own short-, medium- and long-range contact-volume forecasting and translate forecasts into staffing and capacity requirements.
• Develop and maintain employee schedules in Calabrio Workforce Management, balancing forecasted demand, service expectations, employee availability, PTO, training, coaching, meetings and other offline activities.
• Maintain a rolling workforce plan and identify anticipated staffing gaps, excess capacity and future hiring needs.
• Lead real-time and intraday workforce management by monitoring contact volume, staffing, service levels and schedule adherence and recommending adjustments when performance falls outside established thresholds.
• Track and analyze forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage and workforce utilization.
• Develop workforce dashboards and recurring reports that provide Customer Success leaders with actionable insights into workforce performance.
• Conduct variance and root-cause analyses and recommend actions to improve staffing efficiency, customer accessibility and workforce utilization.
• Serve as the functional owner and subject matter expert for Calabrio Workforce Management, including forecasting, scheduling, adherence, reporting, configuration and ongoing optimization.
• Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing and Operations to incorporate business events, product launches, staffing plans and other demand drivers into workforce planning.
• Monitor workforce data quality and work with IT and other partners to resolve discrepancies across Calabrio, contact-center systems, HR and timekeeping platforms and other data sources.
• Provide data-driven recommendations to leadership regarding staffing, hiring, scheduling, operating hours, productivity and resource allocation.
• Establish and maintain workforce-management processes, documentation, operating standards and reporting cadences.

More about you:

• Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics or a related field preferred; equivalent relevant experience will also be considered.
• Five or more years of progressive workforce-management experience within a contact center, customer service or customer support environment.
• Demonstrated hands-on experience with forecasting, capacity planning, scheduling and real-time workforce management.
• Hands-on experience with Calabrio Workforce Management is required; advanced user, administrator, configuration or implementation experience is strongly preferred.
• Strong knowledge of contact-center workforce metrics, including forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage and utilization.
• Strong analytical skills with the ability to interpret workforce data, identify trends and root causes and translate findings into actionable business recommendations.
• Strong written and verbal communication skills, including the ability to communicate complex workforce information clearly to operational managers and senior leaders.
• Demonstrated ability to lead cross-functional initiatives and resolve escalated issues without direct authority.
• Advanced Excel skills; experience with Power BI, Tableau, SQL or similar reporting and analytics tools is a plus.
• Experience with Webex Contact Center or another enterprise CCaaS platform is preferred.
• Ability to travel less than 10%.

A minimum of 300 Mb/sec download and 10 Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Don’t meet all the criteria? If you’re willing to go all in and learn, we’d love to hear from you!

What we offer:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement and Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401(k) plan with company match*
• Company-paid life and AD&D insurance
  • Additional supplemental life and AD&D coverage available
• Company-paid Short- and Long-Term Disability coverage
  • STD and LTD buy-ups available
• Accident and Hospital Indemnity coverage
• Legal and identity-theft assistance
• PTO—or sick and vacation time—floating Diversity Day and paid holidays*
• Paid parental bonding leave
• Employee Assistance Program, including a 24/7 mental-health support hotline, five company-paid counseling sessions and more
• Robust internal career-growth opportunities
• Hearing-aid discount for employees and family
• Internal social-recognition platform
• D&I-focused workplace, including a D&I council and employee resource groups

*Plan rules and offerings are dependent upon group company and location.

This role’s annual pay range is between $97,584 and $121,980.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.