We are seeking a strategic and detail-oriented Support Workforce Manager to lead our workforce management (WFM) operations across our customer support organization. In this role, you will be responsible for forecasting, capacity planning, scheduling, and real-time support to ensure we deliver exceptional customer service across our global team while maintaining operational efficiency. You will work cross-functionally with support leadership, analytics, and systems teams to align staffing with demand and service level goals.

Workforce Strategy & Planning

• Work with analytics to develop and maintain accurate support volume forecasts using historical data and predictive models
• Translate demand forecasts into staffing plans across multiple regions, channels (chat, email, phone), and tiers
• Design short- and long-term capacity plans to meet SLAs and optimize efficiency

Scheduling & Real-Time Management

• Lead scheduling processes to ensure adequate support coverage across time zones, holidays, and product launches
• Manage intraday performance and real-time adherence, and make dynamic adjustments to meet demand
• Identify and resolve coverage gaps, skill mismatches, and schedule inefficiencies

Performance Analysis & Reporting

• Track and report on key WFM metrics: forecast accuracy, occupancy, service level, adherence, etc.
• Conduct variance analyses to continuously improve accuracy and efficiency
• Partner with support operations and data teams to build and refine dashboards

Systems, Tools & Process Optimization

• Own and optimize WFM tools and integrations 
• Implement new processes and automations to streamline workforce operations
• Ensure compliance with labor laws, internal policies, and data governance standards

Cross-functional Collaboration

• Serve as a strategic advisor to support leadership on staffing tradeoffs and WFM best practices
• Provide WFM guidance for special projects like product launches or stretch projects

• 5+ years of experience in workforce management, capacity planning, or support operations
• Proven track record managing global, multi-channel support environments
• Strong analytical skills and experience with forecasting models and WFM tools
• Excellent communication, stakeholder management, and cross-functional collaboration skills
• Comfort with ambiguity 

• Experience working in fast-paced SaaS, tech, or high-growth environments
• Familiarity with tools like Zendesk, AWS Connect, ZoomChat, and SQL
• Understanding of Lean, Six Sigma, or other operations methodologies