Manager, Workforce Management & Support Insights

📋 Description

• Build and own the Workforce Management function for Support.
• Develop demand forecasts across support channels.
• Create dashboards and reporting for workforce metrics.
• Own headcount planning for internal and BPO teams.
• Design capacity models for productivity and ramp time.
• Optimize WFM tooling and AI-enabled forecasting and staffing.

🎯 Requirements

• 5+ years in workforce management or related roles within a tech company.
• Expertise in demand forecasting and capacity planning across channels.
• Experience developing headcount strategies balancing service levels and costs.
• Strong analytics for forecasting models, dashboards, and BI tools (SQL, BI platforms).
• Experience owning WFM platforms (NICE, Verint) and integrations.
• Experience supporting globally distributed teams across regions and time zones.

🎁 Benefits

• Competitive salary and equity
• 401(k) with a 4% match
• Health, dental, vision, and life insurance
• Short and long-term disability
• Paid parental and caregiver leave
• Monthly wellness stipend