Global Customer Support Workforce Manager

RELX

Lead workforce planning and operational support activities for customer support teams in a global organization. Utilize forecasting and real-time analysis to improve service performance.

Posted 6/16/2026full-timeCape Town • 🇿🇦 South AfricaSeniorLeadWebsite

About the role

Key responsibilities & impact

lead workforce planning and operational support activities that help customer support teams meet service level objectives across multiple contact centers
use forecasting, capacity planning, reporting, and real-time analysis to improve coverage, productivity, and service performance
partner with leaders and global teams to support operational change, guide decisions, and remove barriers to success
develop and implement support plans for overall department operations to meet service level objectives and metrics
manage day-to-day operations by using forecasting methods, analyzing historical data and trends
monitor the flow of customer contacts and analyze work states for multiple call centers
develop productivity reports and validate metrics to ensure staff productivity and occupancy are maintained
conduct staffing/volume analysis utilizing business and systems expertise
develop daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership
work with Customer Support leadership teams and provide consistent communication to coordinate processes

Requirements

What you’ll need

8 years Customer Operations or related professional experience
minimum 5-years Customer Operations experience
experience as an analyst, planner, or forecaster, preferably within a contact center resource planning environment
experience with scheduling, forecasting, and workforce management software
strong skills with MS Office applications, especially Excel
working knowledge of database concepts, forecasting methods and concepts, real-time management methodologies and techniques, and COPC standards
prior experience with IVR systems
ability to plan, organize and execute project deliverables and lead through influence
strong listening skills with the ability to work independently, take ownership, and collaborate effectively across teams

Benefits

Comp & perks

health insurance
retirement plans
paid time off
flexible work arrangements
professional development
wellness programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

forecastingcapacity planningreportingreal-time analysisstaffing analysisschedulingworkforce managementdatabase conceptsCOPC standardsIVR systems

Soft Skills

leadershipcommunicationorganizational skillscollaborationindependenceownershiplistening skillsinfluence