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Added just now
Senior A&H Pricing Actuary
Zurich NA
Montgomery, AL
This critical Actuarial role leads the pricing of new and renewal business as well as the development of effective premium/rating structure and strategies in support of business objectives…
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Network Operations Engineer
Meta
Montgomery, AL
Risk Management: Collaborate with partner teams to design and implement aligned processes that identify and manage data and asset protection risks, as well as operations continuity issues…
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Delivery Manager, Healthcare Payer
Cognizant
Montgomery, AL
- $130,000 to $153,000 USD / year
Drive Agile execution across multiple workstreams, including business analysis, configuration, development, testing, conversion, integration, and release management.
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Vice President, Cloud Platform Engineer
SitusAMC
Montgomery, AL
…Terraform, AWS Services, Docker, Kubernetes, and familiar with Git development. The Engineer is expected to provide strategy and implement enterprise-scale automation for scalability,…
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DIETITIAN
Compass Group, North America
Montgomery, AL · Birmingham, AL · Mobile, AL · Tuscaloosa, AL
Collaboration & Service Excellence: Partner with the food service management team to help achieve patient satisfaction and service goals
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Risk Adjustment Strategic Partner
Intermountain Health
Montgomery, AL
The Risk Adjustment Strategic Partner will ensure providers understand multiple data points relevant to population health, navigate data tools to monitor and analyze health data to identify…
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EXECUTIVE CHEF
Compass Group, North America
Birmingham, AL · Anniston, AL · Montgomery, AL · Auburn, AL · Dothan, AL
Partner with operations, marketing, and culinary leadership
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IFPC Principal Mechanical Engineer
Leidos
Huntsville, AL
…(IPTs) responsible for complex mechanical subsystem design, development, integration, or…
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Customer Experience Representative - Gulf Shores International Airport
Enterprise Mobility
Gulf Shores, AL
- From $18.8 USD / hour
Place outgoing calls for callback management, and miscellaneous calls as assigned
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Business Systems Analyst (BSA)
Eliassen Group
Montgomery, AL
- $70 to $80 USD / hour
Partner closely with the TPM to fill operational and coordination gaps without duplicating traditional project management responsibilities.
Added 2 mins ago
G
Manufacturing Manager
GPAC
Knoxville, TN
- $125,000 to $150,000 USD / year
Partner with Engineering on process improvements, equipment upgrades, and new product introductions
Added 2 mins ago
G
CNC Sales Engineer
GPAC
Chattanooga, TN
- $83,000 to $132,000 USD / year
Partner with technical service and installation teams to ensure successful machine delivery, setup, and training.
Added 2 mins ago
G
Manufacturing Manager
GPAC
Chattanooga, TN
- $125,000 to $150,000 USD / year
Partner with Engineering on process improvements, equipment upgrades, and new product introductions
Added 2 mins ago
G
Director of Manufacturing
GPAC
Jackson, TN
- $130,000 to $190,000 USD / year
Partner with Engineering on process optimization, automation, and new product introductions
Added 2 mins ago
G
Financial Controller
GPAC
Knoxville, TN
- $85,000 to $140,000 USD / year
…accurate financial reporting, strong internal controls, cost management, and compliance while serving as a strategic partner to operations leadership. The Controller plays a critical role…
Added 2 mins ago
G
Operations Manager
GPAC
Columbia, TN
- $80,000 to $130,000 USD / year
Partner with Supply Chain to optimize inventory levels, material flow, and vendor performance
Added 2 mins ago
G
Plant Manager - Manufacturing
GPAC
Des Moines, IA
- $105,000 to $160,000 USD / year
Partner with HR on hiring, training, and performance management
Added 3 mins ago
G
HR Manager
GPAC
Algona, IA
- $100,000 to $125,000 USD / year
…locations. This position will serve as a strategic and hands-on HR partner to site leadership, employees, and corporate management while ensuring consistent HR practices, employee…
Added 3 mins ago
G
HR Manager
GPAC
Fort Dodge, IA
- $100,000 to $125,000 USD / year
…locations. This position will serve as a strategic and hands-on HR partner to site leadership, employees, and corporate management while ensuring consistent HR practices, employee…
Added 3 mins ago
G
Manufacturing Manager
GPAC
Columbia, TN
- $125,000 to $150,000 USD / year
Partner with Engineering on process improvements, equipment upgrades, and new product introductions
Added 3 mins ago
BI
Clinique Counter Manager - Full Time
Belk, Inc.
Auburn, AL
- Full-time
Partner with store leaders to ensure team schedules align with business needs, traffic plans, and event strategies to maximize associate and department productivity.
Added 3 mins ago
G
Financial Controller
GPAC
Nashville, TN
- $85,000 to $140,000 USD / year
…accurate financial reporting, strong internal controls, cost management, and compliance while serving as a strategic partner to operations leadership. The Controller plays a critical role…
Added 3 mins ago
G
Operations Manager
GPAC
Nashville, TN
- $80,000 to $130,000 USD / year
Partner with Supply Chain to optimize inventory levels, material flow, and vendor performance
Added 4 mins ago
Market Research & Analytics Senior Manager
Sumitomo Pharma
Jefferson City, MO
Market Research Strategy & Survey Development
Added 4 mins ago
A
SR. Estimator, Transit Projects
Atlas
New Rochelle, NY
- $135,200 to $166,400 USD / year
…Metropolitan Transportation Authority (MTA) Construction & Development project team with expert estimating services to support pending change orders on this $1.8 billion design-build…

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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