Maintain capacity planning models and collaborate with Team Leads to drive Real Time Management activities for our global Support teams. You will also produce WFM reports and manage staffing/scheduling to ensure sufficient staff availability, while assessing staffing levels daily.

This role will oversee real-time management, forecasting, scheduling, and capacity planning to ensure the right staffing levels are maintained across all customer support channels. The Workforce Manager will play a critical role in aligning staffing strategies with business goals, ensuring that service level agreements (SLAs) are met while optimizing costs and agent productivity. This individual will lead a team of Real-Time Analysts (RTA) and Scheduling Analysts, collaborating closely with Customer Support Leadership, HR, and Finance.