Related skills
workforce management forecasting analytics cross-functional collaboration scheduling📋 Description
- Own short- and long-term forecasting models across regions, channels, and segments.
- Translate growth projections and seasonality into capacity plans.
- Model scenarios to support informed decision-making.
- Design global schedules to align coverage with headcount and skills.
- Partner with Support Managers to evolve schedules with growth.
- Ensure coverage plans meet SLA targets and Support goals.
🎯 Requirements
- Experience in WFM, capacity planning, or operational planning in support/CX.
- Strong forecasting methods, staffing models, and coverage strategies.
- Comfort building WFM systems from scratch without a playbook.
- Highly analytical with ability to turn data into insights.
- Skilled at building models accounting for uncertainty and change.
- Collaborative, people-centered; strong communicator with leadership.
🎁 Benefits
- High-quality work over quick hacks.
- Product that customers are excited about.
- Competitive compensation.
- 10-year stock option exercise window.
- Unlimited PTO with four weeks per year.
- Twelve weeks of fully paid family leave in the US (expands to others).
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