Senior Manager, Workforce Management
Topstep
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $95,000 - $125,000 per year
Job Level
About the role
- 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.
Requirements
- 5 +years of experience in workforce management, customer service leadership, or support operations including experience in a senior management or higher level role.
- Proven expertise in forecasting, scheduling, and real-time management across multi-channel environments (chat, email, phone, social, etc.).
- Hands-on experience with WFM and support systems such as Assembled, Intercom, Zendesk, Salesforce, or equivalent platforms.
- Strong understanding of capacity modeling, queue management, and service level optimization in a high-growth or fast-paced organization.
- Demonstrated ability to build and execute long-term staffing strategies that align with business growth, financial targets, and headcount plans.
- Experience partnering with Finance, HR, and Operations leaders to balance cost efficiency with customer experience goals.
- Strong background in operational strategy, workforce management, and process optimization.
- Ability to translate forecasts and business objectives into actionable staffing strategies and capacity plans.
- Focused on aligning staffing and operational strategies to deliver exceptional customer experiences.
- Bachelor’s degree in Business Administration, Operations Management, or equivalent experience preferred.
Benefits
- Seven Company paid Holidays and generous Family Leave.
- Paid time off is front-loaded.
- Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
- Vacations are encouraged with a bonus for taking 5 consecutive days.
- Employee referrals are bonused.
- Topstep offers a food and groceries budget and contributes towards health and wellness.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce managementforecastingschedulingreal-time managementcapacity modelingqueue managementservice level optimizationstaffing strategiesprocess optimizationmetrics tracking
Soft Skills
leadershipstrategic planningcollaborationcommunicationproblem-solvinganalytical thinkingadaptabilitydecision-makingteam managementcustomer focus
Certifications
Bachelor’s degree in Business AdministrationBachelor’s degree in Operations Management