Workforce Manager, Support

Owner.com

4d•$100,000 - $130,000•Remote

About The Position

Owner is hiring a Workforce Manager to build and own workforce management across its Customer Support organization. The role covers forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization for a growing multichannel support operation. It requires hands-on analytical work, sound operational judgment, and the ability to build scalable processes. The Workforce Manager will partner with Support leadership, Finance, Recruiting, and Analytics to make staffing decisions that balance customer experience, employee development, and operational efficiency. The role will help frontline leaders focus on coaching and developing their teams while ensuring the organization meets service-level commitments. The position is remote and supports distributed teams. The estimated base salary is $100,000–$130,000 USD. Benefits include comprehensive health coverage, work from anywhere, unlimited PTO, and additional perks.

Requirements

At least 5 years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function.
Demonstrated expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis within a high-volume, multichannel support environment.
Strong understanding of workforce management methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.
Advanced proficiency in Excel or Google Sheets, including developing and maintaining complex staffing and capacity models.
Hands-on experience implementing, configuring, or administering workforce management platforms.
Strong analytical skills and the ability to translate operational data into actionable staffing and performance recommendations.
Experience supporting distributed teams, skill-based routing, and complex scheduling requirements.
Proven ability to improve forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.
Strong communication, cross-functional collaboration, and operational ownership.

Nice To Haves

Experience building workforce management capabilities in a high-growth SaaS or technology company.
Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms.
Familiarity with Salesforce, Intercom, or comparable customer support platforms.
Proficiency in SQL, Snowflake, or business intelligence tools.
Experience evaluating the impact of AI and automation on contact demand and staffing requirements.

Responsibilities

Own short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support casework.
Develop interval-level staffing models by channel, skill, and support tier using workforce planning methodologies such as Erlang C and workload-based capacity models.
Account for contact volume, average handle time, occupancy, shrinkage, attrition, training, and employee ramp when determining staffing requirements.
Partner with Finance, Recruiting, and Support leadership on headcount plans, hiring timelines, and workforce budgets.
Monitor forecast accuracy, analyze variances, and adjust staffing assumptions based on business growth, seasonality, and automation efficiencies.
Own workforce scheduling across distributed teams, aligning coverage with forecasted demand and service-level objectives.
Optimize shifts, breaks, PTO, training, coaching, and other offline activities while balancing operational requirements and employee needs.
Manage scheduling across time zones, weekends, holidays, and overnight operations.
Establish processes for schedule changes, overtime, attendance exceptions, and adherence monitoring.
Identify scheduling inefficiencies, coverage gaps, and opportunities to improve workforce utilization.
Establish real-time monitoring of staffing, agent availability, queue performance, service levels, occupancy, and schedule adherence.
Conduct intraday reforecasting and coordinate staffing adjustments in response to demand fluctuations, absenteeism, and operational disruptions.
Develop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages.
Analyze workforce performance to identify causes of service-level misses, capacity loss, and operational inefficiencies.
Establish actionable reporting and regular workforce performance reviews, providing Support leaders with recommendations and corrective actions.
Own the implementation, configuration, and optimization of workforce management tools and supporting processes.
Ensure accurate workforce data and reliable integrations with support, telephony, and relevant employee management systems.
Automate manual processes and improve visibility into forecasting, scheduling, adherence, and staffing performance.
Establish documented workforce management procedures, operating standards, and clear ownership across teams.
Continuously improve workforce efficiency, scalability, and service-level consistency as the business grows.