Workforce Manager, Support

The role

You will build and own workforce management across the Customer Support organization. This includes leading forecasting, capacity planning, scheduling, real-time management, and performance optimization.

What you will do

• 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.
• Partner with Finance, Recruiting, and Support leadership to develop headcount plans and budgets.
• Monitor forecast accuracy and adjust staffing assumptions.
• Own workforce scheduling across distributed teams.
• Optimize shifts, breaks, PTO, training, and coaching.
• Manage scheduling across time zones, weekends, holidays, and overnight operations.
• Establish real-time monitoring of staffing, agent availability, and service levels.
• Conduct intraday reforecasting and coordinate staffing adjustments.
• Own the implementation, configuration, and optimization of workforce management tools.

Required qualifications

• 5+ years of experience in contact center workforce management
• At least 2 years owning or leading a workforce management function
• Expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis
• Strong understanding of Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization
• Advanced proficiency in Excel or Google Sheets
• Experience developing and maintaining complex staffing and capacity models
• Hands-on experience implementing, configuring, or administering workforce management platforms
• Strong analytical skills
• 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

Nice to 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

Benefits

• comprehensive health coverage
• work from anywhere (100% remote workplace)
• unlimited PTO
• extra fun perks

About the company

Owner is an AI-native system used by local business owners to succeed. It powers tools like websites, online ordering, CRM, and POS.