Sr Manager, Workforce Management

The Workforce Management (WFM) Senior Manager will play a critical role in optimizing and overseeing workforce planning for our global technical support team, supporting 40+ products. This position will be responsible for leading a team of Workforce Management Analysts, ensuring effective utilization of resources, and maintaining the continuous flow of operational processes. The Senior Manager will drive operational efficiency through strategic headcount and capacity planning, accurate forecasting, reporting & analytics, and intra-day communications. The role requires deep expertise in WFM tools, processes, and metrics within a fast-paced, global technical support environment.

Key Responsibilities:

Workforce Management Leadership:

• Develop and implement workforce planning strategies that align with business needs and ensure the efficient use of resources across multiple time zones and regions.
• Oversee the daily operation of WFM processes, ensuring alignment with business KPIs and service level goals.

Headcount and Capacity Planning:

• Drive headcount planning and forecasting for our global technical support operation, ensuring staffing levels meet customer demand while maintaining cost efficiency.
• Analyze historical data, trends, and business forecasts to anticipate resource needs and adjust schedules accordingly.
• Collaborate with senior support leadership to align staffing levels with business objectives, product releases, and seasonal peaks.

Solution Maintenance & Optimization:

• Oversee the Workforce Management solution's ongoing maintenance, monitoring, and optimization, ensuring system configurations and processes meet business requirements.
• Partner with IT and operations teams to implement system enhancements and automate processes to improve forecasting, scheduling, and reporting accuracy.

Reporting & Analytics:

• Lead the creation and delivery of regular and ad hoc WFM reports, dashboards, and performance metrics to senior leadership, providing actionable insights on team performance, resource utilization, and service levels.
• Provide data-driven recommendations for continuous improvement in efficiency, cost management, and customer satisfaction.

Intra-Day Operations & Communication:

• Manage intra-day communications to ensure real-time visibility of operational performance and address staffing gaps or scheduling issues as they arise.
• Proactively identify trends and adjust resource allocation to meet demand fluctuations, ensuring optimal service levels across all technical support teams.

Process Improvement & Best Practices:

• Continuously evaluate WFM processes, tools, and performance to identify opportunities for improvement.
• Lead cross-functional collaboration to drive standardization of WFM practices across global teams, ensuring consistency and scalability.

Collaboration & Stakeholder Management:

• Participate in regular meetings with key stakeholders to ensure smooth coordination across teams and resolve operational challenges.
• Act as a liaison between technical support leadership and WFM analysts, providing guidance, troubleshooting support, and process enhancements.

Qualifications:

• Bachelor's degree, Experience in Operations Management, or experience in a related field
• 5+ years of experience in Workforce Management, with at least 3 years in a

leadership role, preferably within a global technical support or call center environment.

• Strong experience in managing WFM tools (e.g., NICE, Verint, etc.) and proficiency with data analysis, reporting, and forecasting methodologies.
• Excellent problem-solving abilities and the capacity to make data-driven decisions under pressure.
• In-depth understanding of capacity planning, scheduling, and performance metrics (e.g., service levels, utilization, shrinkage, adherence).
• Familiarity with technical support environments and the unique demands of supporting various products.

Preferred Skills:

• Experience with cloud-based WFM solutions.
• Knowledge of advanced Excel, Power BI, or other data visualization tools.
• Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud, etc.).

Working Conditions:

• This is a full-time, in office position.
• Some travel may be required for cross-functional collaboration or training purposes.