Support Workforce Manager

The CS Workforce Manager plays a critical role in driving operational excellence by ensuring optimal staffing, efficient scheduling, and high-quality customer support outcomes. This role directly impacts service levels, employee engagement, and business performance. The CS Workforce Manager is responsible for workforce productivity by overseeing staffing, scheduling, performance monitoring, workforce allocation, reporting, and compliance tracking for our global support operations. Core responsibilities include analyzing data, forecasting staffing needs, creating schedules, managing time-off requests, and working with HR and Quality Assurance to identify employee training and development opportunities.This role is instrumental in optimizing resources, meeting key performance metrics, and enhancing both the employee and customer experience.

• This position will be hybrid based out of our Lehi, UT HQ
• Reports to: VP of Customer Experience

What You Will Own (Responsibilities)

Strategic Workforce Planning

• Develop and implement long-term workforce strategies aligned with business objectives.
• Anticipate and plan for seasonal demand fluctuations to maintain optimal staffing levels.

Forecasting & Scheduling

• Use advanced forecasting tools and methodologies to analyze historical data to predict staffing needs and create accurate workforce plans.
• Create and maintain efficient employee schedules based on forecasted demand, considering employee availability, skills, and compliance requirements to meet service-level agreements.

Performance Monitoring, Data Analysis and Reporting

• Analyze and track key performance indicators (KPIs) related to employee productivity, adherence to schedules, and service levels, generating reports to identify areas for improvement (e.g., occupancy, shrinkage, service level, AHT, resolution time)
• Implement data-driven recommendations to improve operational efficiency
• Regularly communicate workforce plans and updates to relevant stakeholders, including operations managers, HR, and senior leadership.

Real-Time Monitoring

• Oversee intraday workforce adjustments across multiple support channels (phone, chat, email).
• Ensure real-time adherence and compliance to maintain service-level targets.

Team Collaboration

• Collaborate with cross-functional teams including Operations, HR, and IT and FP&A
• Support workforce initiatives and help drive effective communication across the organization.

Technology Management

• Manage and optimize any workforce management systems (e.g., Verint, NICE,)
• Ensure system accuracy, reliability, and proper integration with other business tools.

Process Improvement

• Continuously refine workforce processes to enhance productivity and reduce costs.
• Implement changes that improve employee satisfaction and overall service delivery.

What You Will Need to Accomplish the Job (minimum qualifications- education, experience, certifications, skills)

Experience: 3-5 years in workforce management, preferably leading large support teams (200 FTEs).

Education: Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent experience).

Skills:

• Proficiency in workforce management tools (e.g., Verint, NICE, Aspect).
• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proven track record of improving service delivery and employee engagement.

What Will Make Us Love You (preferred qualifications- including personality traits)

• Certifications: Six Sigma or related certifications are a plus.