Senior Manager, Workforce & Service Performance

Zendesk-posted 2 days ago

$112,000 - $168,000/Yr

Full-time • Manager

Hybrid • Austin, TX

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The Senior Manager, Workforce & Service Performance (WSP) owns the end-to-end Workforce Management (short- and long-term forecasting, capacity/headcount planning, scheduling, and real-time/intraday management) and Quality Assurance lifecycle (sampling strategy, reviews, coaching/calibration, and performance analytics) for a global, multi-skill support and back-office organization supporting the Zendesk Enterprise. This leader converts strategy into execution by running day-to-day operations, governing cadences and standards, and driving KPI/OKR attainment; they build and mentor a high-performing team, influence cross-functional partners, and deliver measurable gains in service levels, efficiency, and customer satisfaction.

Build and execute short- and long-term capacity plans and multi-channel forecasts (phone, email, messaging) using Erlang C, statistical modeling, and historical/forward-looking drivers.
Own daily/weekly forecasting and staffing plans for supported teams; balance service and employee experience within known constraints.
Run scenario and “what-if” analyses to evaluate demand, shrinkage, AHT, FTE impacts, channel shifts, and policy changes; identify risks, mitigations, and clear recommendations.
Translate enterprise goals into functional WFM roadmaps; prioritize initiatives that improve forecast accuracy, schedule efficiency, SLA/ASA performance, and cost/contact.
Make data-driven decisions; communicate rationale, trade-offs, and risk mitigation plans to leadership and stakeholders.
Define the QA operating model: sampling rates by program/risk, manual vs. AutoQA allocation, review SLAs, and quality standards aligned to business outcomes.
Design and evolve QA rubrics, calibration cadence, and inter-rater reliability targets; align QA objectives to OKRs and customer experience goals.
Integrate QA insights into planning (e.g., defect trends impacting AHT, training needs, policy changes), and size QA capacity accordingly.
Oversee intraday management and playbooks (reforecasting, skilling, channel routing, backlog recovery) to protect SLAs and reduce abandonment.
Ensure timely and accurate schedule creation, maintenance, and change management
Establish and maintain reporting cadences (daily/weekly/monthly/quarterly), delivering timely insights and course-corrective actions.
Maintain WSP data integrity, governance, and documentation (processes, workflows, policies); standardize and continuously improve WSP practices across geographies.
Partner with Operations, product developers, IT, Training, AI Automations, and Finance to align on hiring ramps, shrinkage drivers, capacity assumptions, tooling, and readiness.
Own QA delivery: manage intake, prioritization, and timely completion of targeted and investigative reviews.
Run QA calibrations and drive inter-rater reliability; implement feedback loops from QA to agents/leaders with coaching playbooks and follow-through.
Govern AutoQA and conversation intelligence: tune models/thresholds, define exception workflows, and monitor precision/recall and bias; route exceptions for human review.
Lead strategy-driven conversations and negotiate cross-functional trade-offs that align interests across teams; address conflict head-on and drive to shared outcomes.
Champion innovation and automation opportunities; stay current on industry trends and translate insights into practical improvements.
Develop and execute change management plans with clear communications, stakeholder input, and consistent updates; proactively manage resistance with empathy.
Socialize QA findings with business leaders (e.g., VOC, compliance risks, coaching priorities); influence roadmaps, policies, and enablement based on evidence.
Manage day-to-day operations of the WSP team and coach/mentor multiple WSP roles.
Set clear goals, monitor progress, and provide regular, actionable feedback; foster cross-training and growth aligned to business needs and individual aspirations.
Empower team members to make decisions within their remit; recognize contributions and build resilience during periods of change.
Model emotional intelligence—adjust leadership style to team morale, navigate difficult conversations with tact, and seek feedback for continuous improvement.
Develop and evolve real-time and historical reporting; create accessible dashboards and data stories for leadership using available reporting resources
Analyze trends in demand, AHT, shrinkage, adherence, occupancy, coaching effectiveness; link QA insights to business outcomes (CSAT, churn, efficiency); provide timely insights and recommended interventions.
Partner with Finance on labor planning for supported departments; maintain budget awareness.

8+ years of professional WFM experience across forecasting, scheduling, and intraday for contact centers; experience with back-office workloads.
3+ years of professional QA experience across rubrics, celebrations, coaching, and insight delivery
5+ years of people management experience
Advanced Excel/Google Sheets, SQL, and statistical modeling required.
Proficiency with Tableau and/or Looker required.
Proven experience in B2B support within the technology industry.
Strong communication, data storytelling, and negotiation skills; demonstrated ability to influence senior stakeholders and align teams.
Demonstrated results orientation: manages short- and long-term priorities, drives accountability, adapts quickly to changing business needs.

Six Sigma/Lean exposure.
Formal project/change management experience or certification (e.g., PMP, Agile, Prosci/ADKAR).
Experience with AI/automation initiatives in support operations.

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