Workforce Manager, Support

Remote - United Statesfull timeRemote

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mid

$100k–$130k

H1B: no

Owner Workforce Manager responsible for forecasting, capacity planning, scheduling, and real-time workforce management across Owner's Customer Support organization. Partner with multiple departments to optimize staffing balancing customer experience and operational efficiency.

Responsibilities

When a restaurant owner needs help, every minute matters. Having the right people, with the right skills, available at the right time is essential to delivering an exceptional customer experience.
We're looking for a Workforce Manager to build and own workforce management across our Customer Support organization. You'll lead forecasting, capacity planning, scheduling, real-time workforce management, and performance optimization across a growing, multichannel support operation.
This is a hands-on role requiring strong analytical skills, operational judgment, and the ability to build scalable processes. You'll partner with Support leadership, Finance, Recruiting, and Analytics to ensure staffing decisions balance customer experience, employee development, and operational efficiency.
Your work will allow frontline leaders to focus on coaching and developing their teams while ensuring we consistently deliver on our service-level commitments.
The impact you will have
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

Qualification

Experience with NICEFamiliarity with SalesforceProficiency in SQL

Preferred

Experience building workforce management capabilities in a high-growth SaaS or technology company.
Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms.
Familiarity with Salesforce, Intercom, or comparable customer support platforms.
Proficiency in SQL, Snowflake, or business intelligence tools.
Experience evaluating the impact of AI and automation on contact demand and staffing requirements.

Benefits

Medical
Vision
PTO

Company

Owner

View company page

Source: ashby

Active within the past hour

Remote-friendly

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