- Remote, United States
- Remote
- Full-time
- $100K–$130K per year
- 5+ years
Lead workforce management for a multichannel support operation, forecasting demand, scheduling, and optimizing staffing to meet service-level goals.
Compensation
The estimated base salary for this role is $100,000 - $130,000 USD
Responsibilities
- Forecast demand across phone, email, chat, SMS, and support casework
- Develop interval-level staffing models using Erlang C and workload-based capacity models
- Partner with Finance, Recruiting, and Support leadership to develop headcount plans and workforce budgets
- Monitor forecast accuracy and adjust staffing assumptions
- Own workforce scheduling across distributed teams
Requirements
- Nice to have: NICE
- Nice to have: Genesys
- Nice to have: Verint
- Nice to have: Calabrio
- Nice to have: Assembled