Workforce Manager, Support at Owner.com · United States · Joined
O
Workforce Manager, Support
Owner.com · United States · Just now · 0 applicants
NewRemoteFull-timeManager
Pay
$100k–$130kListed
Workplace
Remote
Job type
Full-time
Level
Manager
Team: Customer Support · Source: jobright · Posted by joined-scrapper
About the role
Owner is hiring a Workforce Manager to build and lead workforce management across its Customer Support organization, owning forecasting, scheduling, real-time management, and performance optimization for a growing multichannel support operation.
What you’ll do
Lead forecasting, capacity planning, and scheduling
Own real-time workforce management and service-level optimization
Drive workforce performance analysis and staffing efficiency
Improve forecast accuracy and workforce utilization
Build workforce management capabilities for multichannel support
Evaluate the impact of AI and automation on contact demand and staffing
What you’ll need
5+ years of contact center workforce management experience, including 2+ years leading a WFM function
Expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis
Strong understanding of Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization
Advanced proficiency in Excel or Google Sheets with complex staffing and capacity models
Hands-on experience with WFM platforms such as NICE, Genesys, Verint, Calabrio, or Assembled
Familiarity with Salesforce, Intercom, SQL, Snowflake, or business intelligence tools
Original job description
Owner is hiring a Workforce Manager to build and own workforce management across its Customer Support organization. The role leads forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization for a growing multichannel support operation.5+ years of experience in contact center workforce management, including at…