Workforce Manager

Job Summary

Leading workforce management initiatives, the full-time Workforce Manager will oversee forecasting, scheduling, and real-time performance optimization for a remote Customer Support organization.

Key responsibilities

• Own demand forecasting and capacity planning across multiple support channels, developing staffing models and monitoring forecast accuracy
• Manage workforce scheduling to align staffing coverage with demand while optimizing shifts, breaks, and offline activities
• Establish real-time monitoring and performance analysis to identify inefficiencies and implement corrective actions for service-level commitments

Required qualifications

• 5+ years of experience in contact center workforce management, with at least 2 years in a leadership role
• Expertise in forecasting, capacity planning, and scheduling within a high-volume, multichannel support environment
• Advanced proficiency in Excel or Google Sheets for developing complex staffing models
• Experience implementing or administering workforce management platforms
• Strong analytical skills with the ability to translate operational data into actionable recommendations