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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in workforce management, including forecasting, capacity planning, and scheduling within a multichannel support environment. Proficient in optimizing staffing efficiency and service-level consistency while leveraging advanced analytical skills and workforce management tools.
Highest-signal resume keywords
Workforce ManagementForecastingCapacity PlanningErlang CScheduling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ForecastingCapacity PlanningSchedulingWorkforce Performance AnalysisErlang CExcelGoogle SheetsSQLSnowflakeBusiness Intelligence Tools
Soft Skills
Analytical SkillsCommunicationCross-Functional CollaborationOperational Ownership
Tools & Technologies
NICEGenesysVerintCalabrioAssembledSalesforceIntercom
Industry Keywords
Contact CenterMultichannel SupportService-Level OptimizationOccupancyShrinkageSchedule Adherence
Tech Stack
Tools & technologiesErlangSnowflakeSQL
About the role
Key responsibilities & impact- Own short-, medium-, and long-term demand forecasts across phone, email, chat, SMS, and support casework
- Develop interval-level staffing models by channel, skill, and support tier using Erlang C and workload-based capacity models
- Account for contact volume, average handle time, occupancy, shrinkage, attrition, training, and employee ramp in staffing requirements
- Partner with Finance, Recruiting, and Support leadership on headcount plans, hiring timelines, and workforce budgets
- Monitor forecast accuracy, analyze variances, and adjust staffing assumptions for growth, seasonality, and automation efficiencies
- Own workforce scheduling across distributed teams and align coverage with forecasted demand and service-level objectives
- Optimize shifts, breaks, PTO, training, coaching, and other offline activities
- Manage scheduling across time zones, weekends, holidays, and overnight operations
- Establish processes for schedule changes, overtime, attendance exceptions, and adherence monitoring
- Identify scheduling inefficiencies, coverage gaps, and workforce utilization opportunities
- Establish real-time monitoring of staffing, agent availability, queue performance, service levels, occupancy, and schedule adherence
- Conduct intraday reforecasting and coordinate staffing adjustments for demand fluctuations, absenteeism, and disruptions
- Develop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages
- Analyze workforce performance and identify root causes of service-level misses, capacity loss, and operational inefficiencies
- Establish actionable reporting and regular workforce performance reviews with recommendations and corrective actions
- Own implementation, configuration, and optimization of workforce management tools and supporting processes
- Ensure accurate workforce data and reliable integrations with support, telephony, and employee management systems
- Automate manual processes and improve visibility into forecasting, scheduling, adherence, and staffing performance
- Establish documented workforce management procedures, operating standards, and clear ownership across teams
- Continuously improve workforce efficiency, scalability, and service-level consistency as the business grows
Requirements
What you’ll need- 5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function
- Demonstrated expertise in forecasting, capacity planning, scheduling, real-time management, and workforce performance analysis within a high-volume, multichannel support environment
- Strong understanding of workforce management methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization
- Advanced proficiency in Excel or Google Sheets, with experience developing and maintaining complex staffing and capacity models
- Hands-on experience implementing, configuring, or administering workforce management platforms
- Strong analytical skills and ability to translate operational data into actionable staffing and performance recommendations
- Experience supporting distributed teams, skill-based routing, and complex scheduling requirements
- Proven ability to improve forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization
- Strong communication, cross-functional collaboration, and operational ownership
- Experience with NICE, Genesys, Verint, Calabrio, Assembled, or similar workforce management platforms is a plus
- Familiarity with Salesforce, Intercom, or comparable customer support platforms is a plus
- Proficiency in SQL, Snowflake, or business intelligence tools is a plus
- Experience evaluating the impact of AI and automation on contact demand and staffing requirements is a plus
Benefits
Comp & perks- Comprehensive health coverage
- Work from anywhere (100% remote workplace)
- Unlimited PTO
- Extra fun perks