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forecasting data modeling scheduling staffing bpo📋 Description
- Own end-to-end workforce strategy for Support, incl. forecasting, staffing, scheduling.
- Lead and develop a distributed workforce analytics team; coach and set priorities.
- Create and improve models for internal and BPO teams; align on hiring and budget.
- Collaborate cross-functionally to optimize WFM tools, processes, and SLAs.
- Act as workforce SME; use data storytelling to influence leaders and drive change.
- Lead and develop the team; commit to coaching and career growth.
🎯 Requirements
- 7+ years in Workforce Management for customer support.
- 5+ years in remote people management.
- Excellent communication and cross-level collaboration.
- Experience with WFM tools: Playvox, Verint, Assembled.
- Experience with BPOs to staff and deliver support ops.
- Experience with AI assistants and support optimization tools.
- Strong data modeling and analysis skills.
- Coaching and mentoring teams; career development.
🎁 Benefits
- Salary range: $120,000 - $174,000 USD; equity eligible.
- Equity stake
- Flexible remote/hybrid work environment
- WFH stipend for home office setup
- Health, vision, dental, and life insurance
- Unlimited PTO; up to 16 weeks family leave
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