Job Summary
A software development company needs applicants for an opening for a Remote Workforce Management Senior Manager.
Core Responsibilities Include:
- Managing, leading, mentoring, developing and scaling workforce analysts team
- Collaborating with other Operations leaders to strategize and develop future team growth
- Improving staffing models and schedules for efficient use of resources to achieve service level goals
Qualifications for this position include:
- Prior experience working at an organization with a strong brand of outstanding customer service
- Experience supporting tiered support structures, SLA-attainment, and multiple support channels
- Ability to build and scale foundational workforce planning processes
- 4-7 years of management experience in leading workforce teams
- Experience using software to build and maintain complex forecasting models
- Demonstrated experience using CRM software like Zendesk, and business intelligence tools
