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.

Lead a team to leverage psychometric and organisational science expertise to predict behaviours that foster applied learning and career success. Oversee diagnostic assessments that personalise learning, collaborate with stakeholders, and provide consultation on diagnostic strategies. Strategic planning and continuous improvement are essential.

Partner closely with client talent acquisition and hiring teams to move candidates through the interview process. Own the candidate experience and create memorable interactions that help attract the best talent. Schedule candidate interviews, travel, and logistics in a timely and accurate manner. Manage calendars across various time zones.

Find and attract the world's best talent to our clients by utilizing deep sourcing techniques to find passive candidates. Work with one client at a time to get deeply embedded in their culture, partnering with stakeholders to showcase good talent practice, focusing on recruiting great people across Customer Success, Sales and Marketing.