Senior Technical Operations Manager, Account Operations
Commure
PythonSQL
Manager, CX Workforce Capacity
Dandy
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $116,500 - $137,000 per year
Job Level
Mid-LevelSenior
Tech Stack
PythonSQL
About the role
- Analyze historical volume trends across all contact channels to generate short- and long-term demand forecasts and translate forecasts into actionable staffing models
- Guide the Workforce Associate’s daily tasks and professional development and collaborate with frontline operations and CX leadership
- Design and implement analytics and reporting solutions, present regular performance reports to senior leadership
- Lead cross-functional workforce initiatives, identify process improvements and utilize technology to increase agent quality and efficiency
- Partner with CX leadership to define Support’s expansion strategy and ensure scalable staffing as the company expands globally
Requirements
- 5+ years experience in workforce management, operations performance, or capacity planning ideally in a high-growth environment
- 3-5 years of direct people management experience
- Hands on experience with industry-standard WFM platforms (Zendesk WFM preferred) and real-time dashboard platforms
- Understanding of SLA management, queue dynamics, and contact center metrics
- Global operations experience with prior exposure to workforce planning across regions, languages and cultural contexts
- Advanced Excel and modeling skills; experience building and maintaining capacity and staffing models
- Comfort with SQL, Python, R or BI tools (Looker preferred) to analyze complex workforce data
- A proven track record of designing and implementing WFM programs, demonstrating the ability to create new methodologies and systems rather than maintaining existing ones
- Ability to identify trends, predict operational risks, and proactively drive solutions
- Exceptional ability to communicate, influence and collaborate with senior leadership across multiple teams and departments including operations, finance and vendor management teams
- Attention to detail, system thinking, and comfort in a fast-paced growth environment
