Workforce Manager

Job Summary

A company is looking for a Workforce Manager to optimize capacity, scheduling, and performance systems for the Customer Experience team.

Key Responsibilities

• Build and maintain accurate volume forecasts and translate them into staffing requirements
• Manage agent schedules, PTO requests, and monitor real-time queue performance
• Develop WFM dashboards and reports to track key metrics and deliver performance insights

Required Qualifications

• At least 7+ years of experience in Workforce Management within a Customer Experience organization
• Proven experience working within Zendesk and Google Sheets
• Ability to drive strategy and business action using data
• Experience in high-complexity industries is a plus
• Familiarity with data tools and HR platforms is advantageous