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Market Research & Analytics Senior Manager
Sumitomo Pharma
Jefferson City, MO
+ Lead quantitative and qualitative research across healthcare professional, patient, payer, caregiver, and relevant office staff audiences.
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Principal Geotechnical Engineer
Atlas
San Diego, CA · Riverside, CA · Sacramento, CA · Rancho Cordova, CA · Oakland, CA · San Ramon, CA · Santa Clara, CA · San Jose, CA · Roseville, CA · Whittier, CA
- $150,000 to $225,000 USD / year
Atlas is seeking a Principal Geotechnical Engineer to lead and support a wide range of infrastructure and facilities projects across the public and private sectors. This role will be…
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SR. Estimator, Transit Projects
Atlas
New Rochelle, NY
- $135,200 to $166,400 USD / year
Support change order reviews and negotiations by providing data-driven cost evaluations.
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A
Industrial Hygiene Technician, Asbestos Project Monitor
Atlas
Albany, NY
- $30 to $35 USD / hour
…meaningful work, then this is your moment. You’ll conduct asbestos, lead-based paint, mold, and hazardous materials surveys; support abatement oversight; collect field data and samples; and…
Added just now
Environmental Program Manager
Atlas
Sharonville, OH · OH
Atlas is seeking an Environmental Program Manager to lead environmental investigation, remediation, and Brownfields projects across Ohio, Kentucky, and Indiana. In this role, you will…
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A
Industrial Hygiene Project Manager
Atlas
San Ramon, CA
- $90,000 to $130,000 USD / year
…in performing the preparation and collection of samples and data, including setting up equipment and documenting…
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A
Industrial Hygiene Technician
Atlas
San Ramon, CA
- $36 to $48 USD / hour
…opportunity to work on diverse projects involving asbestos, lead, mold, indoor air quality, and other hazardous materials. The ideal candidate is safety-focused, detail-oriented, and…
Added just now
Senior Geotechnical and CMT Engineer
Atlas
Alabaster, AL · Birmingham, AL
We are seeking an experienced Geotechnical Engineer to join our growing Alabama team. In this role, you will lead geotechnical investigations, engineering analyses, and design efforts that…
Added just now
Industrial Hygiene Field Technician
Atlas
Omaha, NE
…Working across a variety of project sites, you'll collect field data, perform inspections, and contribute to solutions that protect people, property, and the environment. This role offers…
Added just now
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Principal Geotechnical Engineer
Atlas
Lakewood, CO · San Antonio, TX · Seattle, WA · Los Angeles, CA · Sacramento, CA · Indianapolis, IN · Chicago, IL · Denver, CO
- $150,000 to $200,000 USD / year
Lead geotechnical design, investigation, and analysis for buildings and infrastructure projects, including residential/commercial buildings, bridges, highways, railways, airports,…
Added just now
Water Compliance Consultant (MS4)
Atlas
East Hartford, CT · CT · ME · NH · VT · MA · RI
MS4 Program Management - Lead implementation of CT DEEP MS4 General Permit requirements, including SWPPP updates, annual reporting, and Minimum Control Measure compliance. Advising and…
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Environmental Technician (Asbestos Project Monitor and/or Asbestos Inspector license)
Atlas
West Springfield, MA
- $23 to $30 USD / hour
…experienced staff, the successful candidate will perform asbestos, lead-based paint, and mold surveys, conduct remediation monitoring, and assist with exposure monitoring and specialized…
Added just now
Wetlands Ecologist
Atlas
Sharonville, OH
…Ecologist to join our Cincinnati, OH team. If you're ready to lead and participate in wetland delineations and ecology, this is your opportunity. Come join our dynamic, value-driven,…
Added just now
Environmental Project Manager
Atlas
Farmers Branch, TX · TX
Atlas is seeking an Environmental Project Manager to lead subsurface investigation, retail petroleum, due diligence, and remediation projects throughout Texas.
Added just now
A
Industrial Hygiene Technician
Atlas
Burlington, NJ
- $25 to $35 USD / hour
As part of the Atlas team you will be providing asbestos lead and mold related inspection services to several local and national clients. Your knowledge in asbestos, lead and microbial…
Added just now
General Manager
Atlas
Lubbock, TX
…and inspection reports prior to client issuance, verifying data accuracy, calculation integrity, and compliance with applicable test methods and project…
Added just now
A
CMT Laboratory Lead / Inspector 2
Atlas
Portland, OR
- $35 to $45 USD / hour
The CMT Laboratory Lead / Inspector 2 oversees daily laboratory operations and quality programs related to the testing of concrete, soils, aggregates, asphalt, fireproofing, shotcrete, and…
Added just now
Environmental Field Technician- Hazmat Survey and Abatement
Atlas
Brecksville, OH · OH
NIOSH 582 certified analysist for PCM analysis in the field and office, data input, and report writing.
Added just now
Environmental Compliance Manager
Atlas
Brecksville, OH · OH
As an Environmental Compliance Manager (Project Manager), you will lead environmental compliance efforts for industrial and commercial clients while supporting brownfield redevelopment…
Added just now
Sector Manager, AST/UST Compliance
Atlas
Worthington, OH
Atlas is seeking an experienced and highly motivated AST/UST Compliance Sector Manager to lead the strategic direction, operational performance and continued growth of our Aboveground…
Added just now
Environmental Program Manager, PG
Atlas
Woodstock, GA
Atlas is seeking an Environmental Program Manager, PG to join our team in Woodstock, Georgia. This person will lead environmental assessment and remediation work, with an emphasis on retail…
Added just now
Associate Director, Clinical Outcome Assessments (COA)
Otsuka America Pharmaceutical Inc.
Jefferson City, MO
+ Design and lead generation of COA evidence (qualitative/quantitative) for assigned programs, per international scientific standards and health authority guidance.
Added just now
Consultant - Business Strategy & Transformation | 1898 & Co.
Burns & McDonnell
Kansas City, MO
+ Assist project leaders and lead aspects of engagement execution, including workplan development, analysis, scheduling, deliverables, and quality management.
Added 1 min ago
Key Account Manager - Endocrinology - San Jose, CA
Military Spouse Jobs & VetJobs
United States
Translate account data and insights into clear opportunity hypotheses, action plans, and performance reviews of sites.
Added 1 min ago
Key Account Manager - Endocrinology - San Francisco, CA
Military Spouse Jobs & VetJobs
United States
Translate account data and insights into clear opportunity hypotheses, action plans, and performance reviews of sites.

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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