About the roleWhen a restaurant owner needs help, every minute matters. Having the right people, with the right skills, available at the right time is essential to delivering an exceptional customer experience.
We're looking for a
Workforce Manager to build and own workforce management across our Customer Support organization. You'll lead forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization across a growing, multichannel support operation.
This is a hands-on role requiring strong analytical skills, operational judgment, and the ability to build scalable processes. You'll partner with Support leadership, Finance, Recruiting, and Analytics to ensure staffing decisions balance customer experience, employee development, and operational efficiency.
Your work will allow frontline leaders to focus on coaching and developing their teams while ensuring we consistently deliver on our service-level commitments.
The impact you will haveWorkforce 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 by channel, skill, and support tier using established workforce planning methodologies, including Erlang C and workload-based capacity models.
- Account for contact volume, average handle time, occupancy, shrinkage, attrition, training, and employee ramp when determining staffing requirements.
- Partner with Finance, Recruiting, and Support leadership to develop headcount plans, hiring timelines, and workforce budgets.
- Monitor forecast accuracy, analyze variances, and adjust staffing assumptions based on business growth, seasonality, and demonstrated automation efficiencies.
Scheduling and workforce optimization- Own workforce scheduling across distributed teams, aligning staffing coverage with forecasted demand and service-level objectives.
- Optimize shifts, breaks, PTO, training, coaching, and other offline activities while balancing operational requirements and employee needs.
- Manage scheduling across time zones, weekends, holidays, and overnight operations.
- Establish processes for schedule changes, overtime, attendance exceptions, and adherence monitoring.
- Identify and address scheduling inefficiencies, coverage gaps, and opportunities to improve workforce utilization.
Real-time workforce management and performance- Establish real-time monitoring of staffing, agent availability, queue performance, service levels, occupancy, and schedule adherence.
- Conduct intraday reforecasting and coordinate staffing adjustments in response to demand fluctuations, absenteeism, and operational disruptions.
- Develop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages.
- Analyze workforce performance to identify the root causes of service-level misses, capacity loss, and operational inefficiencies.
- Establish actionable reporting and regular workforce performance reviews, providing Support leaders with clear recommendations and corrective actions.
Workforce systems and continuous improvement- Own the implementation, configuration, and optimization of workforce management tools and supporting processes.
- Ensure accurate workforce data and reliable integrations with support, telephony, and relevant employee management systems.
- Automate manual processes and improve visibility into forecasting, scheduling, adherence, and staffing performance.
- Establish documented workforce management procedures, operating standards, and clear ownership across teams.
- Continuously improve workforce efficiency, scalability, and service-level consistency as the business grows.
What you bring- 5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function.
- Demonstrated expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis within a high-volume, multichannel support environment.
- Strong understanding of workforce management methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.
- Advanced proficiency in Excel or Google Sheets, with experience developing and maintaining complex staffing and capacity models.
- Hands-on experience implementing, configuring, or administering workforce management platforms.
- Strong analytical skills and the ability to translate operational data into actionable staffing and performance recommendations.
- Experience supporting distributed teams, skill-based routing, and complex scheduling requirements.
- Proven ability to improve forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.
- Strong communication, cross-functional collaboration, and operational ownership.
It's a plus if you have- Experience building workforce management capabilities in a high-growth SaaS or technology company.
- Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms.
- Familiarity with Salesforce, Intercom, or comparable customer support platforms.
- Proficiency in SQL, Snowflake, or business intelligence tools.
- Experience evaluating the impact of AI and automation on contact demand and staffing requirements.
Compensation and benefits- The estimated base salary for this role is $100,000 - $130,000 USD
- Other benefits include comprehensive health coverage, work from anywhere (100% remote workplace), unlimited PTO - plus extra fun perks!
