Sr. Manager, Workforce Management & Quality

CharterUP

4h • $100,000 - $110,000 • Remote

About The Position

The Senior Manager, Workforce Management & Quality will own the operating system behind CharterUP’s service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who oversee frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.
You will build forecasting rigor, enforce utilization standards, elevate quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.

Requirements

• 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
• Proven ownership of forecasting, capacity planning, and QA functions at scale
• Experience managing frontline leaders in high-volume environments
• Strong analytical skills with demonstrated success building operational dashboards and reporting
• Comfort operating in a high-growth, high-accountability environment

Nice To Haves

• Deep familiarity with Zendesk and Twilio Flex preferred
• Track record of driving measurable performance improvement through process and systems optimization

Responsibilities

• Workforce Planning & Forecasting
• Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
• Develop capacity models tied to SLAs, volume projections, and cost targets
• Establish utilization benchmarks and manage adherence
• Partner with Finance and Operations on proactive headcount planning
• Identify capacity risks early and implement mitigation strategies
• Team Lead Management & Floor Performance
• Directly manage Service Team Leads
• Standardize expectations for queue management, call monitoring, QA scoring, and coaching
• Implement consistent productivity and performance benchmarks across teams
• Ensure floor discipline and real-time operational control
• Drive accountability and measurable improvement across shifts
• Quality Assurance & Coaching Excellence
• Own and evolve the QA rubric and scoring methodology
• Implement calibration processes to ensure scoring consistency
• Connect QA insights to training, workflow changes, and process improvements
• Tie quality performance directly to resolution time, escalation rate, and customer outcomes
• Identify systemic issues and drive root-cause correction
• Systems & Automation Optimization
• Evaluate and optimize Zendesk, Sprinklr, and related CX tools
• Improve routing logic, escalation paths, and workflow efficiency
• Reduce manual work through automation and smarter configuration
• Build dashboards and reporting that provide real-time operational visibility
• Partner cross-functionally when system changes are required
• Metrics & Executive Reporting
• Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
• Deliver clear, data-driven reporting to senior leadership
• Establish performance baselines and continuously raise standards

Benefits

• Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
• Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
• Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
• Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
• Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
• Referral Rewards: Earn bonuses for bringing top talent to the team.
• Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
• Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed