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Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Own the day-to-day execution of workforce management across our voice and chat support channels.
- Turn strategy into execution by building forecasts, owning schedules, managing queues in real time, and configuring systems for service levels.
- Build and maintain staffing forecasts using historical volume, AI deflection trends, and business growth projections.
- Create and manage agent schedules across voice and chat channels to meet SLA targets.
- Monitor real-time adherence and make adjustments to maintain coverage and service levels.
- Track utilization, performance trends, and volume heatmaps along with WFM KPIs; report findings to the Support Operations Manager.
- Support capacity planning for future hiring needs.
- Manage live queue performance and make daily adjustments to optimize ticket flow.
- Monitor Fin AI chatbot performance against containment, deflection, and CSAT targets and recommend improvements.
Requirements
What you’ll need- 4+ years of experience in workforce management or contact center operations
- Hands-on contact center experience across voice and chat channels
- Demonstrated ability to build and manage workforce forecasts and schedules
- Hands-on experience with real-time queue management and intraday adherence
- Strong proficiency in building dashboards and reports
- Exceptional analytical skills with comfort working across large datasets in Excel, Google Sheets, or SQL
- Experience working with AI chat tools and monitoring their performance
- Strong communication skills with the ability to translate operational data into clear, actionable insights.
Benefits
Comp & perks- Enjoy the flexibility of remote work
- Competitive base salaries that reflect your value.
- Generous Paid Time Off, because we know you do your best work when you're well-rested.
- Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
- Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
- Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
- 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
- Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
- Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
- Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
- After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
- Keep growing with support for continuing education - we’re invested in your development.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce managementforecastingschedulingreal-time queue managementcapacity planningdashboard buildingreportingdata analysisExcelSQL
Soft Skills
analytical skillscommunication skillsactionable insights