Senior Workforce Management Manager

Job Summary

A company is looking for a Senior Manager of Workforce Management.

Key Responsibilities

• Develop long-term capacity plans based on growth forecasts and product launches
• Partner with Finance and HR to create aligned hiring and staffing plans
• Oversee daily ticket forecasting and manage workforce coverage for a 24/7 team

Required Qualifications

• 5+ years of experience in workforce management or support operations in a senior management role
• Proven expertise in forecasting and scheduling in multi-channel environments
• Hands-on experience with WFM and support systems like Assembled and Intercom
• Strong understanding of capacity modeling and service level optimization
• Experience in developing long-term staffing strategies aligned with business growth