Senior Manager of Workforce Management

Topstep

6h • $95,000 - $125,000 • Hybrid

About The Position

The Senior Manager of Support Operations leads workforce planning and operational readiness for a dynamic, multi-channel support organization. This role oversees a small team responsible for capacity forecasting, scheduling, reporting statistics, and real-time management to ensure service levels and efficiency targets are met across global operations. Partnering closely with Finance, HR, and executive leadership, the Senior Manager drives strategic planning, system administration, and data-driven insights that optimize staffing, resource allocation, and overall Trader experience.

Requirements

• 5 +years of experience in workforce management, customer service leadership, or support operations including experience in a senior management or higher level role.
• Proven expertise in forecasting, scheduling, and real-time management across multi-channel environments (chat, email, phone, social, etc.).
• Hands-on experience with WFM and support systems such as Assembled, Intercom, Zendesk, Salesforce, or equivalent platforms.
• Strong understanding of capacity modeling, queue management, and service level optimization in a high-growth or fast-paced organization.
• Demonstrated ability to build and execute long-term staffing strategies that align with business growth, financial targets, and headcount plans.
• Experience partnering with Finance, HR, and Operations leaders to balance cost efficiency with customer experience goals.
• Strong background in operational strategy, workforce management, and process optimization.
• Ability to translate forecasts and business objectives into actionable staffing strategies and capacity plans.
• Focused on aligning staffing and operational strategies to deliver exceptional customer experiences.
• Bachelor’s degree in Business Administration, Operations Management, or equivalent experience preferred.

Nice To Haves

• Skilled in using data to identify trends, forecast demand, and recommend optimization opportunities.
• Proficient in managing WFM systems and support tools, ensuring configuration and reporting align with business needs.
• Experience as part of a support team in a growing, fast-paced environment.
• Strong multitasking and time management skills.
• Basic understanding of Google Suites - Include Sheets, Docs, Slides, and Forms.

Responsibilities

• Develop long-term capacity plans (quarterly/annual) based on growth forecasts, seasonality, and product launches.
• Partner with Finance and HR to create hiring and staffing plans aligned with budget targets.
• Daily ticket forecasting and personnel adherence oversight.
• Administrate Intercom system and stay up to date on latest releases and enhancements.
• Maintain oversight on queue build-up and assure resources are diverted to areas in need to resolve backlogs.
• Build WFM strategy for multi-channel support (phone, chat, email, social, etc.) including coverage modeling by time zone.
• Lead strategic discussions with executive leadership on efficiency targets, staffing risks, and headcount forecasts.
• Administrate Assembled WFM scheduling.
• Maintain “what-if” modeling for surge scenarios.
• Manage workforce coverage and performance for a team working rotating 24/7 shifts.
• Oversee scheduling policies, shift bids, and agent preferences to balance efficiency and morale.
• Approve intraday management protocols (break optimization, queue balancing, overtime management).
• Set strategies for flexible staffing (e.g., part-time, on-call, work-from-home models).
• Track and report key metrics, such as forecast accuracy, schedule adherence, occupancy, and service level reporting for the department and Executive Leadership.
• Create daily team health reports for each manager (CSAT, Ticket Closures, Adherence, etc.).
• Identify underutilized capacity or overstaffing and propose optimization strategies.
• Create documentation and SOPs for forecasting, scheduling, and real-time management processes.

Benefits

• Topstep is an engaging working environment which ranges from fully remote to hybrid.
• We foster a culture of collaboration with cameras on during meetings and a robust Slack environment for communication.
• Seven Company paid Holidays and generous Family Leave.
• Paid time off is front-loaded.
• Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
• Vacations are encouraged with a bonus for taking 5 consecutive days.
• Employee referrals are bonused.
• Topstep offers a food and groceries budget and contributes towards health and wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 51-100 employees