Lead workforce management operations for customer support, focusing on forecasting, capacity planning, scheduling, performance analysis, and cross-functional collaboration to optimize service delivery and efficiency.
Role Description
We are seeking a strategic and detail-oriented Support Workforce Manager to lead our workforce management (WFM) operations across our customer support organization. In this role, you will be responsible for forecasting, capacity planning, scheduling, and real-time support to ensure we deliver exceptional customer service across our global team while maintaining operational efficiency. You will work cross-functionally with support leadership, analytics, and systems teams to align staffing with demand and service level goals.
ResponsibilitiesWorkforce Strategy & Planning
- Work with analytics to develop and maintain accurate support volume forecasts using historical data and predictive models
- Translate demand forecasts into staffing plans across multiple regions, channels (chat, email, phone), and tiers
- Design short- and long-term capacity plans to meet SLAs and optimize efficiency
Scheduling & Real-Time Management
- Lead scheduling processes to ensure adequate support coverage across time zones, holidays, and product launches
- Manage intraday performance and real-time adherence, and make dynamic adjustments to meet demand
- Identify and resolve coverage gaps, skill mismatches, and schedule inefficiencies
Performance Analysis & Reporting
- Track and report on key WFM metrics: forecast accuracy, occupancy, service level, adherence, etc.
- Conduct variance analyses to continuously improve accuracy and efficiency
- Partner with support operations and data teams to build and refine dashboards
Systems, Tools & Process Optimization
- Own and optimize WFM tools and integrations
- Implement new processes and automations to streamline workforce operations
- Ensure compliance with labor laws, internal policies, and data governance standards
Cross-functional Collaboration
- Serve as a strategic advisor to support leadership on staffing tradeoffs and WFM best practices
- Provide WFM guidance for special projects like product launches or stretch projects
- 5+ years of experience in workforce management, capacity planning, or support operations
- Proven track record managing global, multi-channel support environments
- Strong analytical skills and experience with forecasting models and WFM tools
- Excellent communication, stakeholder management, and cross-functional collaboration skills
- Comfort with ambiguity
- Experience working in fast-paced SaaS, tech, or high-growth environments
- Familiarity with tools like Zendesk, AWS Connect, ZoomChat, and SQL
- Understanding of Lean, Six Sigma, or other operations methodologies
Ireland Pay Range
€49.100—€66.500 EUR
Top Skills
Aws Connect
SQL
Wfm Tools
Zendesk
Zoomchat
Dropbox Dublin, Dublin, IRL Office
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Though remote is our primary way of working, meaningful in-person connection and collaboration is a critical part of Virtual First. Our Dublin Studio is a place for teams to come together to host meetings, off-sites, and build community.
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