Workforce Manager, Support

owner; United States; Remote; USD 100,000 - 130,000; Full time

Benefits offered by this job

Health coverage

Unlimited PTO

Fully remote; work-from-anywhere

Job summary

owner is seeking an experienced Workforce Planning Lead to own forecasting, staffing, and real-time coverage for a growing multichannel support operation. You will partner with support leaders, finance, recruiting, and analytics to balance customer experience with efficiency.

Responsibilities include building channel-specific forecast models, coordinating headcount and budgets, and optimizing workforce processes.

Qualifications

• 5+ years in contact center workforce management, including 2+ years leading or owning a workforce planning function.
• Forecasting, capacity planning, scheduling, real-time management, and performance analysis in a high-volume, multichannel environment.
• Strong grasp of Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level planning.
• Advanced Excel or Google Sheets skills, including building and maintaining complex staffing models.
• Hands‑on experience administering, configuring, or implementing workforce management software.
• Analytical, communication, and ownership skills, with experience supporting distributed teams and skill-based routing.

Responsibilities

• Build short-, medium-, and long-range forecasts for phone, email, chat, SMS, and casework demand.
• Create interval-level staffing plans by channel, skill, and support tier, accounting for workload, handling time, occupancy, shrinkage, attrition, training, and ramp-up.
• Coordinate headcount plans, hiring timelines, and workforce budgets with partner teams; track forecast accuracy and explain variances.
• Own schedules across distributed teams, balancing coverage with breaks, leave, training, coaching, and other offline activities.
• Monitor real-time service levels and schedule adherence, adjusting staffing and escalating risks as needed.
• Improve workforce processes and reporting, translating operational data into recommendations and scalable standards.

Skills

Erlang C

Interval forecasting

Workforce capacity planning

Scheduling

Real-time management

Performance analysis

Excel/Google Sheets

WFM software

Tools

NICE

Genesys

Verint

Calabrio

Assembled

SQL

Snowflake

BI tools

Job description

Role overview

Own workforce planning for a growing, multichannel customer support operation. You’ll forecast demand, determine staffing needs, manage schedules and real-time coverage, and improve performance against service goals. The role partners with support leaders, finance, recruiting, and analytics to balance customer experience, team needs, and operating efficiency.

Responsibilities

• Build short-, medium-, and long-range forecasts for phone, email, chat, SMS, and casework demand.
• Create interval-level staffing plans by channel, skill, and support tier, accounting for workload, handling time, occupancy, shrinkage, attrition, training, and ramp-up.
• Coordinate headcount plans, hiring timelines, and workforce budgets with partner teams; track forecast accuracy and explain variances.
• Own schedules across distributed teams, balancing coverage with breaks, leave, training, coaching, and other offline activities.
• Monitor real-time service levels and schedule adherence, adjusting staffing and escalating risks as needed.
• Improve workforce processes and reporting, translating operational data into recommendations and scalable standards.

Requirements

• 5+ years in contact center workforce management, including 2+ years leading or owning a workforce planning function.
• Demonstrated experience in forecasting, capacity planning, scheduling, real-time management, and performance analysis in a high-volume, multichannel environment.
• Strong grasp of Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level planning.
• Advanced Excel or Google Sheets skills, including building and maintaining complex staffing models.
• Hands‑on experience administering, configuring, or implementing workforce management software.
• Analytical, communication, and ownership skills, with experience supporting distributed teams and skill-based routing.

Nice to have

• Experience in a high-growth software business; with workforce platforms such as NICE, Genesys, Verint, Calabrio, or Assembled; or with customer support systems.
• SQL, Snowflake, or business intelligence skills, and experience assessing how AI or automation changes support demand.

Benefits and work setup

• Estimated base salary: $100,000–$130,000 USD.
• Fully remote, work-from-anywhere setup, comprehensive health coverage, and unlimited paid time off.