Workforce Manager

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

Build and maintain accurate volume forecasts Translate forecasts into hourly and daily staffing requirements Partner with CX Leadership, Product, and Marketing to model operational impacts Perform variance analysis (forecast vs. actuals) Own the creation, publication, and maintenance of agent schedules in Zendesk Manage PTO requests, schedule changes, and exceptions Monitor real-time queue performance and agent adherence Collaborate with CX Managers to communicate schedule expectations and manage intraday changes Develop and maintain WFM dashboards and reports Deliver daily and weekly performance insights Identify trends 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