Owner - Workforce Manager, Support

• Workforce forecasting and capacity planning • 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 established workforce planning methodologies, including 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 to develop headcount plans, hiring timelines, and workforce budgets. • Monitor forecast accuracy, analyze variances, and adjust staffing assumptions based on business growth, seasonality, and demonstrated automation efficiencies. • Scheduling and workforce optimization • Own workforce scheduling across distributed teams, aligning staffing 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 and address scheduling inefficiencies, coverage gaps, and opportunities to improve workforce utilization. • Real-time workforce management and performance • 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 the root causes of service-level misses, capacity loss, and operational inefficiencies. • Establish actionable reporting and regular workforce performance reviews, providing Support leaders with clear recommendations and corrective actions. • Workforce systems and continuous improvement • 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.