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Added 11 mins ago
Snr Cybersecurity Consultant Engineer (Architecture, Infrastructure and Remediation)
LevelBlue LLC
United States
…business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic…
Added 12 mins ago
Recruiter
Guardian Industries
Auburn Hills, MI
…strong judgment, curiosity, adaptability, and the ability to use data and market insights to help the business make better long-term talent decisions. There are two Recruiter roles open,…
Added 12 mins ago
Director, Indirect Supply Chain Transformation
Ford Motor Company
Dearborn, MI
…regional teams (with an initial focus on North America), finance, operations, technology, and business stakeholders to deliver measurable value through improved transparency,…
Added 12 mins ago
EG
Staff AI & Data Engineer – Databricks
Eliassen Group
Lansing, MI
- $80 to $90 USD / hour
Our client is seeking a highly experienced Staff AI & Data Engineer to design and build enterprise-grade data and AI solutions on Databricks. This hands-on role focuses on strengthening the…
Added 18 mins ago
Workforce Manager, Support
Jobgether
Remote, United States
…forecasting, capacity planning, scheduling, real-time workforce operations, and performance optimization to ensure the right people and skills are available when customers need assistance.…
Added 18 mins ago
J
VP, Medicare Advantage Chief Actuary
Jobgether
Remote, United States
- $175,300 to $249,100 USD / year
…and underwriting functions supporting Medicare Advantage plan operations. You will oversee pricing, product strategy, financial forecasting, regulatory submissions, reserving, and risk…
Added 29 mins ago
EG
Staff AI & Data Engineer – Databricks
Eliassen Group
Boise, ID
- $80 to $90 USD / hour
Our client is seeking a highly experienced Staff AI & Data Engineer to design and build enterprise-grade data and AI solutions on Databricks. This hands-on role focuses on strengthening the…
Added 55 mins ago
ME
Operations Analyst
Manpower Engineering
Foster City, CA
- $52 USD / hour
Our client is seeking an Operations Analyst to join their team. As an Operations Analyst, you will be part of the Fleet Operations Strategic Operations team, supporting cross-functional…
Added 58 mins ago
EG
Staff AI & Data Engineer – Databricks
Eliassen Group
Juneau, AK
- $80 to $90 USD / hour
Our client is seeking a highly experienced Staff AI & Data Engineer to design and build enterprise-grade data and AI solutions on Databricks. This hands-on role focuses on strengthening the…
Added 1 hour ago
VH
Management and Program Analyst
Veterans Health Administration
Location Negotiable After Selection
- $89,508 to $138,370 USD / year
This position is located in the Office of the VISN 4 Deputy Network Director, and reports to the VISN Operations Center (VOC) Supervisor. As a member of this staff, the incumbent exists to…
Added 1 hour ago
VH
Program Analyst
Veterans Health Administration
Washington, DC · Location Negotiable After Selection
- $89,508 to $172,980 USD / year
Supports the data, information, analytics, and reporting work of the VSSC-EHRA Section including the development and maintenance of real-time and near real-time national clinical,…
Added 1 hour ago
Director, Supply Chain
ThermoFisher Scientific
Tewksbury, MA
…order management, and network decisions. Build the processes, data, capabilities, and cross-functional accountability that turn supply-chain insight into measurable business…
Added 1 hour ago
Sourcing Manager, Logistics Categories
Keurig Dr Pepper
Burlington, MA
Be an expert with analytical tools (e.g. Excel) in order to draw conclusions and make recommendations from large data sets
Added 1 hour ago
Sourcing Manager, MRO Categories
Keurig Dr Pepper
Burlington, MA
…strategic sourcing activities for all Maintenance, Repair and Operations (MRO) related categories (estimated at $100m in annual spend). This position will work closely with key business…
Added 1 hour ago
Digital Manufacturing Engineer - Manufacturing Data & Automation
Fairbanks Morse Defense
Walpole, MA
The Digital Manufacturing Engineer - Manufacturing Data & Automation is responsible for developing and implementing data-driven manufacturing solutions across machining, assembly,…
Added 1 hour ago
EG
Staff AI & Data Engineer – Databricks
Eliassen Group
Boston, MA
- $80 to $90 USD / hour
Our client is seeking a highly experienced Staff AI & Data Engineer to design and build enterprise-grade data and AI solutions on Databricks. This hands-on role focuses on strengthening the…
Added 1 hour ago
ConvergeHEALTH Life Sciences - Product Forward Deployed Engineer - Products & Platforms
Deloitte
Kansas City, MO
…sciences enterprise. Converge by Deloitte combines proprietary data assets, advanced analytics, and AI-driven decision intelligence to help pharmaceutical, biotech, and medical product…
Added 1 hour ago
ConvergeHEALTH Life Sciences - Product Forward Deployed Engineer - Products & Platforms
Deloitte
Saint Louis, MO
…sciences enterprise. Converge by Deloitte combines proprietary data assets, advanced analytics, and AI-driven decision intelligence to help pharmaceutical, biotech, and medical product…
Added 1 hour ago
Business Performance -Supply Chain Manufacturing Ops & AI Transformation Delivery - Senior Manager
EY
Jefferson City, MO
…excellence, plant performance, digital manufacturing, industrial AI, data platforms, and technology-enabled operations. You will guide clients from problem definition and value-case…
Added 1 hour ago
Business Performance -Supply Chain Manufacturing Ops & AI Transformation Delivery - Senior Manager
EY
Saint Louis, MO
…excellence, plant performance, digital manufacturing, industrial AI, data platforms, and technology-enabled operations. You will guide clients from problem definition and value-case…
Added 1 hour ago
Business Performance -Supply Chain Manufacturing Ops & AI Transformation Delivery - Senior Manager
EY
Kansas City, MO
…excellence, plant performance, digital manufacturing, industrial AI, data platforms, and technology-enabled operations. You will guide clients from problem definition and value-case…
Added 1 hour ago
EG
Staff AI & Data Engineer – Databricks
Eliassen Group
Pierre, SD
- $80 to $90 USD / hour
Our client is seeking a highly experienced Staff AI & Data Engineer to design and build enterprise-grade data and AI solutions on Databricks. This hands-on role focuses on strengthening the…
Added 2 hours ago
WH
Security Specialist (SCI)
Washington Headquarters Services
Alexandria, VA
- $121,785 to $158,322 USD / year
…talking papers for SESD and WHS leadership; designs modernized, data-driven security workflows by leveraging data analytics and automated technology platforms to enhance auditability and…
Added 2 hours ago
OO
Supervisory Program Manager
Office of the Secretary of Defense
Pentagon, Arlington, VA
- $143,913 to $197,200 USD / year
…Directorate. The Directorate is responsible for delivering data, analytics, and artificial intelligence (AI) capabilities within the acquisition and sustainment domain, and for achieving…
Added 3 hours ago
Vice President, Software Engineering
India: Mastercard Technology Private Limited
O'Fallon, MO
Drive AI adoption across the engineering organization, embedding intelligence into development, testing, operations, and decision‑making.

Jobgether

Workforce Manager, Support

Remote, United States

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Job details

Experience: 5+ years of experience in contact center workforce management, including at least 2 years owning or leading a workforce management function.
Posting language: English
Posted: Nov 6, 2026

Original job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Workforce Manager, Support based in the United States.

As Workforce Manager, Support, you will build and lead workforce management across a growing, multichannel customer support organization. You will own forecasting, capacity planning, scheduling, real-time workforce operations, and performance optimization to ensure the right people and skills are available when customers need assistance. Working across phone, email, chat, SMS, and support casework, you will develop scalable staffing models that balance service quality, employee needs, and operational efficiency. You will collaborate closely with Support leadership, Finance, Recruiting, and Analytics to translate business demand into effective workforce plans and budgets. You will also strengthen workforce systems, automate processes, and provide actionable insights that help frontline leaders focus on coaching and team development. This is a hands-on opportunity to shape workforce operations in a fast-growing, remote-first technology environment. Accountabilities

• Forecast demand and plan capacity: Own short-, medium-, and long-term forecasts across phone, email, chat, SMS, and support casework. Build interval-level staffing models by channel, skill, and support tier using methodologies such as Erlang C and workload-based capacity planning.

• Develop workforce and headcount plans: Account for contact volumes, average handle time, occupancy, shrinkage, attrition, training, and employee ramp time when determining staffing needs. Partner with Finance, Recruiting, and Support leadership on hiring timelines, headcount plans, and workforce budgets.

• Improve forecast accuracy: Monitor forecast performance, investigate variances, and adjust assumptions based on business growth, seasonality, and the impact of automation.

• Own scheduling and workforce optimization: Manage schedules across distributed teams and time zones, aligning coverage with forecast demand and service-level targets. Optimize shifts, breaks, paid time off, training, coaching, and other offline activities.

• Establish scheduling procedures: Define processes for schedule changes, overtime, attendance exceptions, and adherence monitoring while identifying coverage gaps and opportunities to improve workforce utilization.

• Lead real-time workforce management: Monitor staffing levels, agent availability, queue performance, service levels, occupancy, and schedule adherence. Conduct intraday reforecasting and coordinate adjustments in response to demand changes, absenteeism, or operational disruptions.

• Manage operational risks: Develop escalation procedures and contingency plans for service-level risks, staffing shortages, and system outages.

• Analyze performance and recommend improvements: Identify root causes of service-level misses, capacity loss, and operational inefficiencies. Deliver clear reporting, regular performance reviews, and actionable recommendations to Support leaders.

• Optimize workforce management systems: Lead the implementation, configuration, and ongoing improvement of workforce management platforms and supporting processes. Maintain reliable workforce data and integrations with support, telephony, and employee management systems.

• Build scalable processes: Automate manual workflows, document operating procedures, establish clear ownership, and continuously improve workforce efficiency and service consistency as the organization grows.

Requirements:

• 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 workforce management, and performance analysis within a high-volume, multichannel support environment.

• Strong understanding of workforce planning methodologies, including Erlang C, interval forecasting, occupancy, shrinkage, schedule adherence, and service-level optimization.

• Advanced proficiency in Excel or Google Sheets, with experience building and maintaining complex staffing and capacity models.

• Hands-on experience implementing, configuring, or administering workforce management platforms.

• Strong analytical skills and the ability to translate operational data into practical staffing recommendations and performance improvements.

• Experience supporting distributed teams, skill-based routing, and complex scheduling requirements across time zones.

• Proven track record of improving forecast accuracy, staffing efficiency, service-level consistency, or workforce utilization.

• Excellent communication and cross-functional collaboration skills, with strong operational ownership and sound judgment.

Nice to have:

• Experience building workforce management capabilities within a high-growth SaaS or technology company.

• Familiarity with workforce management platforms such as NICE, Genesys, Verint, Calabrio, or Assembled.

• Experience with Salesforce, Intercom, or comparable customer support platforms.

• Proficiency in SQL, Snowflake, or business intelligence tools.

• Experience assessing how AI and automation affect contact volumes, demand patterns, and staffing requirements.

Benefits:

• Base salary: Estimated annual range of $100,000–$130,000 USD.

• Remote work: 100% remote workplace, with work-from-anywhere flexibility.

• Paid time off: Unlimited PTO.

• Healthcare: Comprehensive health coverage.

• Additional perks: Extra employee perks and benefits.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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More about this job

Skills

Customer service
Forecasting
Scheduling
Leadership
Coaching
Team building
Erlang
C
Reporting
Microsoft Excel
Google Sheets
Analytical skills
Communication skills
Collaboration
Salesforce
SQL
Snowflake
Business intelligence

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