Workforce Management Manager, Customer Support
New
CanadaFull-TimeManager
SalaryCAD $90,000 – $105,000
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Job Details
- Experience
- 5+ years of experience in customer support operations, contact centers, workforce management, or capacity planning environments.
- Required Skills
- Data Analysis
Requirements
- 5+ years of experience in customer support operations, contact centers, workforce management, or capacity planning environments.
- 2+ years of experience in a lead, manager, or functional ownership role within WFM, staffing, or real-time operations.
- Hands-on experience with workforce management tools such as Verint, NICE, Playvox, Assembled, Calabrio, Tymeshift, or similar platforms.
- Strong understanding of forecasting, staffing models, shrinkage, service levels, occupancy, utilization, and queue performance metrics.
- Experience with interval-level forecasting, real-time workforce management, and capacity planning methodologies.
- Ability to translate complex operational data into clear staffing and cost-to-serve recommendations.
- Strong analytical, problem-solving, and data interpretation skills with high attention to detail.
- Excellent communication and stakeholder management skills, with the ability to influence senior leaders and cross-functional teams.
- Comfort working independently in a hands-on, builder-style role within a fast-changing environment.
- Experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools is an asset.
- Exposure to Finance collaboration on workforce planning, budgeting, or headcount modeling is considered a plus.
Responsibilities
- Build and mature the workforce management function by assessing current forecasting, reporting, scheduling, and intraday operations and implementing scalable improvements.
- Own end-to-end forecasting and capacity planning across multiple support channels including phone, chat, email, and ticketing queues.
- Develop staffing models that account for volume drivers, handle time, shrinkage, service levels, occupancy, and workforce constraints.
- Translate operational data into actionable hiring plans, scheduling strategies, training timelines, and coverage recommendations.
- Establish intraday management processes including real-time monitoring, reforecasting, staffing adjustments, and escalation protocols.
- Design and optimize scheduling practices, including shift planning, PTO allocation, training blocks, and cross-queue coverage.
- Evaluate and improve routing strategies such as queue prioritization, skill-based routing, and load balancing across channels.
- Partner with cross-functional teams including Finance, Support, Recruiting, and Training to align workforce plans with business needs.
- Build dashboards, reporting frameworks, and operating cadences that improve visibility and decision-making consistency.
- Influence leadership decisions by presenting data-driven recommendations and clearly communicating operational tradeoffs.
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