Senior Manager

📋 Description

• Lead forecasting, capacity planning, scheduling, and workforce optimization for 4,000+ agents.
• Develop staffing plans aligning demand, service levels, employee experience, and financial goals.
• Partner with Operations, Finance, Vendor Management, and Analytics to support growth.
• Monitor workforce performance, identify risks and opportunities, and adjust staffing.
• Establish processes to improve forecast accuracy, staffing efficiency, and schedule effectiveness.
• Champion AI, automation, and workforce technologies to improve scalability and decision-making.

🎯 Requirements

• 7+ years of workforce management experience in large-scale operations.
• 3+ years of people leadership, coaching and developing teams.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, and analytics.
• Experience supporting complex operations with thousands of agents across geographies, channels, and outsourced vendor partners.
• Strong analytical skills and translating workforce data into actionable recommendations.
• Passion for AI, automation, predictive analytics, and workforce technologies.

🎁 Benefits

• Four days in office and Fridays from home for those near one of our offices, plus fully remote options.
• In-office backup care and subsidized commuter benefit.
• Competitive salary based on experience plus 401k match and benefits.
• Generous vacation policy and company-wide days off.
• 1% of time off to support local community organizations.
• Wellness stipend and paid parental leave.