Workforce Manager

Leading workforce planning and real-time operations for a 24/7 Support organization, the remote Workforce Manager will develop Real-Time Analysts, manage staffing and scheduling, and ensure optimal coverage across various communication channels. Key responsibilities Lead and develop Real-Time Analysts and scheduling resources through coaching and accountability Own forecasting, staffing, and headcount planning across support channels and BPO partners Guide real-time operations by monitoring service levels and taking action as needs shift Required qualifications 5+ years of contact-center workforce management experience in forecasting and scheduling Proven success in developing workforce analysts or schedulers through effective coaching Experience supporting 24/7, multichannel operations and collaborating with BPOs Strong analytical judgment with the ability to turn data into practical recommendations A bachelor's degree or an equivalent combination of education and relevant experience