Workforce Manager, Support
Benefits
Unlimited PTO
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Key Responsibilities:
- Forecast demand and plan capacity across phone, email, chat, SMS, and support casework.
- Develop workforce and headcount plans in partnership with Finance and Recruiting.
- Own scheduling, real-time workforce management, and performance optimization.
Qualifications:
- 5+ years of contact center workforce management experience, including leading the function.
- Expertise in Erlang C, interval forecasting, occupancy, shrinkage, and service-level optimization.
- Advanced proficiency in Excel or Google Sheets; experience with workforce management platforms.
Compensation and Benefits:
- Base salary range of $100,000–$130,000 USD annually.
- 100% remote work with work-from-anywhere flexibility.
- Unlimited PTO and comprehensive health coverage.
Partner Company
This partner company is a remote-first technology organization providing customer support services. They operate a growing multichannel support team and emphasize operational efficiency and scalability.