Workforce Manager

Solace

3d•Remote

About The Position

We are looking for a Workforce Manager to build and optimize the capacity, scheduling, and performance systems that power our Customer Experience team. You’ll work cross-functionally to ensure we’re staffed effectively to meet SLAs, balance agent workload, and provide a seamless experience for our customers and team members. This role is ideal for someone who thrives in data, building structure, and operational detail, and is excited to build WFM foundations from the ground up.

Requirements

At least 7+ years of experience in Workforce Management within a Customer Experience organization
Proven experience working within Zendesk and Google Sheets
Exceptional written and verbal communication skills
Sound business judgment, including using data to drive strategy and business action
Ability to move remarkably fast with little structure and guidance
Applicants must be based in the United States.

Nice To Haves

Experience in healthcare, marketplace, or other regulated, high-complexity industries.
Exposure to AI or automation tools that impact ticket volume or staffing models.
Understanding of payroll systems and time-tracking workflows for hourly employees.
Experience integrating Zendesk with Assembled, Tymeshift, or other WFM software.
Familiarity with data tools like HEX, and HR platforms like Gusto

Responsibilities

Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all channels.
Translate forecasts into hourly and daily staffing requirements to achieve service level targets.
Partner with CX Leadership, Product, and Marketing to model operational impacts of new launches, campaigns, and policy changes.
Perform variance analysis (forecast vs. actuals) to continuously improve forecasting accuracy.
Own the creation, publication, and maintenance of agent schedules in Zendesk, ensuring optimal coverage during operating hours (M–F, 6 am–5 pm PT).
Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals.
Monitor real-time queue performance and agent adherence, escalating issues and driving intraday adjustments as needed.
Collaborate with CX Managers to communicate schedule expectations and manage intraday changes.
Develop and maintain WFM dashboards and reports tracking key metrics including adherence, shrinkage, utilization, and occupancy.
Deliver daily and weekly performance insights to guide staffing, training, and process improvement decisions.
Identify trends (e.g., understaffing periods or overcoverage) and recommend data-backed solutions.
Serve as the primary owner for Zendesk scheduling and WFM functionality.
Partner with HR and CX Leadership on headcount tracking, timecard accuracy, and payroll preparation.
Create and maintain SOPs for scheduling, timecard reconciliation, and PTO management.
Evaluate and recommend additional WFM tools (e.g., Assembled, Tymeshift) to support team scaling.