Workforce Manager – Support

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $100k - $130k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 9%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Owner.com

WebsiteLinkedInAll Job Openings

11 - 50 employees

🍽️ Food & Beverage

📣 Marketing

💼 Consulting

Food & Beverage • Marketing • Consulting

Owner. com is an all-in-one platform designed to manage a restaurant's digital presence. It empowers restaurant owners by providing them tools for websites, online ordering, marketing, recruiting, and more, enabling them to regain control over their customer relationships and combat high fees imposed by larger corporations. The team is passionate about innovation and customer support.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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

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