CharterUP

Senior Manager, Workforce Management, Quality

CharterUP

full-time

Posted on:

Location Type: Remote

Location: Arizona • California • United States

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Salary

💰 $100,000 - $110,000 per year

Job Level

Senior

About the role

  • Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
  • Develop capacity models tied to SLAs, volume projections, and cost targets
  • Establish utilization benchmarks and manage adherence
  • Partner with Finance and Operations on proactive headcount planning
  • Identify capacity risks early and implement mitigation strategies
  • Directly manage Service Team Leads
  • Standardize expectations for queue management, call monitoring, QA scoring, and coaching
  • Implement consistent productivity and performance benchmarks across teams
  • Ensure floor discipline and real-time operational control
  • Drive accountability and measurable improvement across shifts
  • Own and evolve the QA rubric and scoring methodology
  • Implement calibration processes to ensure scoring consistency
  • Connect QA insights to training, workflow changes, and process improvements
  • Tie quality performance directly to resolution time, escalation rate, and customer outcomes
  • Identify systemic issues and drive root-cause correction
  • Evaluate and optimize Zendesk, Sprinklr, and related CX tools
  • Improve routing logic, escalation paths, and workflow efficiency
  • Reduce manual work through automation and smarter configuration
  • Build dashboards and reporting that provide real-time operational visibility
  • Partner cross-functionally when system changes are required
  • Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
  • Deliver clear, data-driven reporting to senior leadership
  • Establish performance baselines and continuously raise standards

Requirements

  • 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
  • Proven ownership of forecasting, capacity planning, and QA functions at scale
  • Experience managing frontline leaders in high-volume environments
  • Strong analytical skills with demonstrated success building operational dashboards and reporting
  • Deep familiarity with Zendesk and Twilio Flex preferred
  • Track record of driving measurable performance improvement through process and systems optimization
  • Comfort operating in a high-growth, high-accountability environment.
Benefits
  • Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
  • Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
  • Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
  • Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
  • Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
  • Referral Rewards: Earn bonuses for bringing top talent to the team.
  • Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
  • Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
Applicant Tracking System Keywords

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

Hard Skills & Tools
demand forecastingcapacity modelingutilization benchmarksQA scoring methodologyperformance benchmarksroot-cause analysisautomationdata-driven reportingKPI managementworkflow optimization
Soft Skills
analytical skillsleadershipaccountabilitycross-functional collaborationcoachingproblem-solvingcommunicationprocess improvementstrategic planningteam management