Job Description
This role involves developing capacity plans, managing the workforce management system, and tracking key performance indicators. The Senior Manager will build and execute staffing strategies aligned with business growth and financial targets, partnering with Finance, HR, and Operations leaders. Responsibilities include administrating workforce scheduling, maintaining modeling for surge scenarios, and overseeing scheduling policies to balance efficiency and morale. The role also entails building WFM strategy for multi-channel support and leading strategic discussions with executive leadership. The manager identifies underutilized capacity, proposes optimization strategies, and generates team health reports.
About Topstep
Topstep is an engaging working environment which ranges from fully remote to hybrid, offering a culture of collaboration with cameras on during meetings.