Workforce Manager – Support

🕒 5 dias atrás

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

💵 $100.000 - $130.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 8%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 5 dias.
• As vagas desta empresa costumam ser preenchidas em 49 dias.

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Owner.com

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Owner é a plataforma all-in-one para gerenciar a presença digital de um restaurante. Damos autonomia aos donos de restaurantes para, de fato, serem donos da sua presença na web. Nosso produto os ajuda a retomar o controle, tirando-o das mãos de grandes corporações que se apropriam do relacionamento com seus clientes e cobram taxas injustas.

Descrição

• 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 Erlang C and workload-based capacity models • Account for contact volume, average handle time, occupancy, shrinkage, attrition, training, and employee ramp in staffing requirements • Partner with Finance, Recruiting, and Support leadership on headcount plans, hiring timelines, and workforce budgets • Monitor forecast accuracy, analyze variances, and adjust staffing assumptions for growth, seasonality, and automation efficiencies • Own workforce scheduling across distributed teams and align coverage with forecasted demand and service-level objectives • Optimize shifts, breaks, PTO, training, coaching, and other offline activities • Manage scheduling across time zones, weekends, holidays, and overnight operations • Establish processes for schedule changes, overtime, attendance exceptions, and adherence monitoring • Identify scheduling inefficiencies, coverage gaps, and workforce utilization opportunities • Establish real-time monitoring of staffing, agent availability, queue performance, service levels, occupancy, and schedule adherence • Conduct intraday reforecasting and coordinate staffing adjustments for demand fluctuations, absenteeism, and disruptions • Develop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages • Analyze workforce performance and identify root causes of service-level misses, capacity loss, and operational inefficiencies • Establish actionable reporting and regular workforce performance reviews with recommendations and corrective actions • Own implementation, configuration, and optimization of workforce management tools and supporting processes • Ensure accurate workforce data and reliable integrations with support, telephony, and 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

🎯 Requisitos

• 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 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 • Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms is a plus • Familiarity with Salesforce, Intercom, or comparable customer support platforms is a plus • Proficiency in SQL, Snowflake, or business intelligence tools is a plus • Experience evaluating the impact of AI and automation on contact demand and staffing requirements is a plus

🏖️ Benefícios

• Comprehensive health coverage • Work from anywhere (100% remote workplace) • Unlimited PTO • Extra fun perks

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