Topstep

Manager

• Develop long-term capacity plans (quarterly/annual) based on growth forecasts, seasonality, and product launches.
• Partner with Finance and HR to create hiring and staffing plans aligned with budget targets.
• Daily ticket forecasting and personnel adherence oversight.
• Administrate Intercom system and stay up to date on latest releases and enhancements.
• Maintain oversight on queue build-up and assure resources are diverted to areas in need to resolve backlogs.
• Build WFM strategy for multi-channel support (phone, chat, email, social, etc.) including coverage modeling by time zone.
• Lead strategic discussions with executive leadership on efficiency targets, staffing risks, and headcount forecasts.
• Administrate Assembled WFM scheduling.
• Maintain “what-if” modeling for surge scenarios.
• Manage workforce coverage and performance for a team working rotating 24/7 shifts.
• Oversee scheduling policies, shift bids, and agent preferences to balance efficiency and morale.
• Approve intraday management protocols (break optimization, queue balancing, overtime management).
• Set strategies for flexible staffing (e.g., part-time, on-call, work-from-home models).
• Track and report key metrics, such as forecast accuracy, schedule adherence, occupancy, and service level reporting for the department and Executive Leadership.
• Create daily team health reports for each manager (CSAT, Ticket Closures, Adherence, etc.).
• Identify underutilized capacity or overstaffing and propose optimization strategies.
• Create documentation and SOPs for forecasting, scheduling, and real-time management processes.

Senior Manager, Workforce Management