As the Manager of Workforce Management & Support Insights, you'll build and own the workforce planning function that ensures the Support organization can meet customer demand efficiently while maintaining exceptional service quality.
You'll be responsible for forecasting demand, planning headcount across both FTE and vendor teams, and ensuring the Support organization is staffed appropriately across channels, regions, and time zones. Your work will directly influence how the company scales support while maintaining strong service levels and operational efficiency.
You'll operate as both a strategic planner and operational owner. Early on, you'll build forecasting models, staffing strategies, and WFM systems that provide visibility into capacity and performance. Over time, you'll help shape how workforce planning evolves as automation and AI increasingly influence support demand and agent productivity.
You'll work cross-functionally with Support leadership, Operations, Finance, and vendor partners to ensure the Support organization is staffed effectively and positioned to scale alongside the platform.
Key responsibilities include:
- Building and owning the Workforce Management function for Support, establishing forecasting frameworks, staffing models, and workforce planning processes.
- Developing demand forecasts across support channels using historical trends, product signals, and growth projections.
- Building and maintaining operational dashboards and reporting frameworks that provide visibility into support demand, workforce performance, and key operational trends.
- Owning headcount planning across both internal support teams and BPO partners, ensuring staffing aligns with service level targets and operational goals.
- Designing capacity models that account for productivity, shrinkage, onboarding ramp time, and operational complexity.
- Owning and optimizing WFM tooling and systems that power forecasting, staffing, and workforce reporting.
- Building dashboards and reporting frameworks to track workforce metrics such as service levels, utilization, shrinkage, and forecast accuracy.
- Partnering with Support leadership and Finance to translate business growth into hiring plans and staffing strategies.
- Collaborating with vendor management teams to align BPO staffing plans with forecasted demand and service level requirements.
- Establishing processes for real-time workforce monitoring and intraday staffing adjustments.
- Modeling and evaluating the impact of automation and AI tooling on support demand, agent productivity, and long-term workforce planning.
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