Workforce Manager

A company is looking for a Workforce Manager to optimize capacity, scheduling, and performance systems for the Customer Experience team.

Key Responsibilities

Build and maintain accurate volume forecasts and translate them into staffing requirements

Manage agent schedules, PTO requests, and monitor real-time queue performance

Develop WFM dashboards and reports to track key metrics and deliver performance insights

Required Qualifications

At least 7+ years of experience in Workforce Management within a Customer Experience organization

Proven experience working within Zendesk and Google Sheets

Ability to drive strategy and business action using data

Experience in high-complexity industries is a plus

Familiarity with data tools and HR platforms is advantageous