Autodesk

Senior Manager – Workforce Management

Autodesk

full-time

Posted on:

Location Type: Office

Location: Dublin • Ireland

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Job Level

Senior

Tech Stack

SQL

About the role

  • Own end-to-end WFM for CTS: forecasting, capacity planning, headcount/staffing models, hiring plan inputs, scheduling, intraday management (RTA), and performance reporting
  • Deliver staffing plans that balance SLA attainment, cost-to-serve, agent experience, and flexibility across all channels (e.g., voice, chat, email, ticketing)
  • Build and maintain forecasting models leveraging historical volume, seasonality, product launches, promotions, outages/incidents, and business growth assumptions
  • Lead short- and long-range planning (weekly/monthly/quarterly) including shrinkage assumptions, occupancy targets, and productivity drivers
  • Oversee schedule strategy (shift design, full-time/part-time mix, split shifts, remote/hybrid rules, and time-off policies) to improve coverage and adherence
  • Drive intraday governance: real-time monitoring, re-forecasting, schedule adjustments, and proactive communication to Operations
  • Establish the WFM KPI framework and operating rhythm (e.g., forecast accuracy, schedule adherence, shrinkage, occupancy, service level/ASA, backlog, abandonment, and capacity utilization)
  • Provide executive-ready insights (trend analysis, root cause analysis, scenario modeling, and recommendations)
  • Lead WFM process maturity: documentation, standard work, training, and continuous improvement
  • Own the WFM tooling strategy: configuration and administration partnership, upgrades, automation, AI Agents and vendor management
  • Partner cross-functionally with CTS Operations, Finance, HR/Talent, Training, QA, Product/Engineering, and BI/Data teams

Requirements

  • 10+ years of relevant workforce management / capacity planning experience in customer support, contact center, or similar operations
  • 5+ years of people leadership experience (managing WFM analysts, schedulers, and/or RTA functions)
  • Deep expertise in forecasting (short- and long-range), staffing models, shrinkage, and occupancy
  • Strong experience with scheduling strategy and multi-skill / multi-queue environments
  • Strong experience with intraday/RTA operations and performance recovery
  • Strong analytical skills (advanced Excel, SQL) with the ability to analyze large datasets and communicate insights clearly
  • Demonstrated ability to influence senior stakeholders and drive outcomes in a dynamic, fast-changing environment
Benefits
  • Competitive compensation package
  • Annual cash bonuses
  • Stock grants
  • Comprehensive benefits package
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementcapacity planningforecastingstaffing modelsscheduling strategyintraday managementperformance reportinganalytical skillsadvanced ExcelSQL
Soft Skills
people leadershipinfluencing senior stakeholderscommunicationcontinuous improvementtrend analysisroot cause analysisscenario modelingproactive communicationcollaborationadaptability