Workforce Manager
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Job Description
Workforce Manager at Solace optimizing scheduling and forecasting for Customer Experience team. Build WFM foundations to meet service level targets ensuring customer satisfaction.
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.
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
- Experience in healthcare, marketplace, or other regulated, high-complexity industries (Bonus Points)
- Exposure to AI or automation tools that impact ticket volume or staffing models (Bonus Points)
- Understanding of payroll systems and time-tracking workflows for hourly employees (Bonus Points)
- Experience integrating Zendesk with Assembled, Tymeshift, or other WFM software (Bonus Points)
- Familiarity with data tools like HEX, and HR platforms like Gusto (Bonus Points)
Benefits:
- Applicants must be based in the United States.
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