Analyze historical volume trends across all contact channels to generate short- and long-term demand forecasts that dynamically adapt to factors including channel dynamics, seasonality, geographic expansion, and other business initiatives. Translate forecasts into actionable staffing models that align with service level agreements (SLAs), productivity goals, and budgets.
Guide the Workforce Associate’s daily tasks and professional development. Collaborate with frontline operations leaders and CX leadership to review performance, improve alignment and plan for future changes.
Design and implement analytics and reporting solutions that provide strategic insights, driving predictive and prescriptive workforce optimization. Present regular performance reports to senior leadership, clearly communicating our workforce strategy and its impact on the business.
Lead cross-functional workforce initiatives and maintain alignment with key stakeholders. Identify opportunities to improve processes and utilize technology to increase agent quality and efficiency.
Partner closely with CX leadership to define Dandy Support’s expansion strategy to ensure we scale effectively to meet demand growth.

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

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

workforce managementcapacity planningadvanced ExcelSQLPythonRBI toolsmodeling skillsstaffing modelsWFM programs

Soft Skills

communicationinfluencecollaborationattention to detailsystem thinkingproblem-solvingleadershipstrategic thinkingadaptabilityanalytical thinking