Support Workforce Manager
The CS Workforce Manager plays a critical role in driving operational excellence by ensuring optimal staffing, efficient scheduling, and high-quality customer support outcomes. This role directly impacts service levels, employee engagement, and business performance. The CS Workforce Manager is responsible for workforce productivity by overseeing staffing, scheduling, performance monitoring, workforce allocation, reporting, and compliance tracking for our global support operations. Core responsibilities include analyzing data, forecasting staffing needs, creating schedules, managing time-off requests, and working with HR and Quality Assurance to identify employee training and development opportunities.This role is instrumental in optimizing resources, meeting key performance metrics, and enhancing both the employee and customer experience.
This position will be hybrid based out of our Lehi, UT HQ
Reports to: VP of Customer Experience
What You Will Own (Responsibilities)
Strategic Workforce Planning
Develop and implement long-term workforce strategies aligned with business objectives.
Anticipate and plan for seasonal demand fluctuations to maintain optimal staffing levels.
Forecasting & Scheduling
Use advanced forecasting tools and methodologies to analyze historical data to predict staffing needs and create accurate workforce plans.
Create and maintain efficient employee schedules based on forecasted demand, considering employee availability, skills, and compliance requirements to meet service-level agreements.
Performance Monitoring, Data Analysis and Reporting
Analyze and track key performance indicators (KPIs) related to employee productivity, adherence to schedules, and service levels, generating reports to identify areas for improvement (e.g., occupancy, shrinkage, service level, AHT, resolution time)
Implement data-driven recommendations to improve operational efficiency
Regularly communicate workforce plans and updates to relevant stakeholders, including operations managers, HR, and senior leadership.
Real-Time Monitoring
Oversee intraday workforce adjustments across multiple support channels (phone, chat, email).
Ensure real-time adherence and compliance to maintain service-level targets.
Team Collaboration
Collaborate with cross-functional teams including Operations, HR, and IT and FP&A
Support workforce initiatives and help drive effective communication across the organization.
Technology Management
Manage and optimize any workforce management systems (e.g., Verint, NICE,)
Ensure system accuracy, reliability, and proper integration with other business tools.
Process Improvement
Continuously refine workforce processes to enhance productivity and reduce costs.
Implement changes that improve employee satisfaction and overall service delivery.
What You Will Need to Accomplish the Job (minimum qualifications- education, experience, certifications, skills)
Experience: 3-5 years in workforce management, preferably leading large support teams (200+ FTEs).
Education: Bachelor’s degree in Business Administration, Operations Management, or a related field (or equivalent experience).
Skills:
Proficiency in workforce management tools (e.g., Verint, NICE, Aspect).
Strong analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Proven track record of improving service delivery and employee engagement.
What Will Make Us Love You (preferred qualifications- including personality traits)
Certifications: Six Sigma or related certifications are a plus.
Weave is an equal opportunity employer that is committed to diversity and inclusion. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.
All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.
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Are you excited about optimizing customer support and workforce performance? Join Weave as a Support Workforce Manager based in our Lehi, UT headquarters! In this vital role, you will play a key part in driving operational excellence, ensuring we have the right staffing and scheduling to deliver top-notch customer experiences. You'll be responsible for analyzing data to forecast staffing needs, creating efficient schedules, and monitoring team performance. Collaborating with HR and Quality Assurance, you will identify training opportunities for our employees and help us maintain high levels of engagement. Your strategic thinking will be essential as you develop long-term workforce strategies that align with our business goals. Imagine starting each day knowing that your work directly impacts the satisfaction of hundreds of customers and the well-being of our vibrant team! You will oversee real-time adjustments across our support channels and utilize advanced forecasting tools to predict staffing demand accurately. If you are a problem-solver with a passion for data analysis, excellent communication skills, and a knack for driving improvements, we can't wait to hear from you. Plus, as a company committed to diversity and inclusion, we encourage all candidates to apply. Dive into an opportunity where your contribution will be valued and your career will flourish!
By
Weave
We enable small business everywhere to unify, modernize, and personalize every customer interaction.
43 jobs
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