Workforce Manager

Workforce Forecasting and Capacity Planning:

• Own short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support casework.
• Develop interval-level staffing models using Erlang C and workload-based capacity methods.
• Partner with Finance, Recruiting, and Support leadership to create headcount plans and hiring timelines.

Scheduling and Workforce Optimization:

• Own workforce scheduling across distributed teams, aligning coverage with demand and service-level goals.
• Optimize shifts, breaks, PTO, and training while balancing operational needs and employee preferences.
• Manage scheduling across time zones, weekends, holidays, and overnight operations.

Real-Time Workforce Management and Performance:

• Establish real-time monitoring of staffing, queue performance, service levels, and schedule adherence.
• Conduct intraday reforecasting and coordinate adjustments for demand fluctuations and disruptions.
• Develop escalation procedures and contingency plans for service-level risks and system outages.