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Delivery Manager, Healthcare Payer
Cognizant
Montgomery, AL
- $130,000 to $153,000 USD / year
As a Delivery Manager Healthcare Payer you will make an impact by leading complex healthcare payer transformation programs through platform implementation, modernization, migration, and…
Added just now
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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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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EG
Business Systems Analyst (BSA)
Eliassen Group
Montgomery, AL
- $70 to $80 USD / hour
…execution. This is not a traditional technical BSA or Project Manager role. The ideal candidate operates as a strategic generalist, helping create structure around priorities, connect…
Added 2 mins ago
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Manufacturing Manager
GPAC
Knoxville, TN
- $125,000 to $150,000 USD / year
The Manufacturing Manager is responsible for leading daily production operations to ensure safe, efficient, and high-quality manufacturing of products. This role oversees production teams,…
Added 2 mins ago
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Manufacturing Manager
GPAC
Chattanooga, TN
- $125,000 to $150,000 USD / year
The Manufacturing Manager is responsible for leading daily production operations to ensure safe, efficient, and high-quality manufacturing of products. This role oversees production teams,…
Added 2 mins ago
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Operations Manager
GPAC
Columbia, TN
- $80,000 to $130,000 USD / year
The Operations Manager is responsible for overseeing daily manufacturing operations to ensure safe, efficient, and cost-effective production of industrial machinery and related components.…
Added 2 mins ago
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Plant Manager - Manufacturing
GPAC
Des Moines, IA
- $105,000 to $160,000 USD / year
The Plant Manager is responsible for overseeing all daily operations of a custom hydraulic cylinder manufacturing facility. This role ensures production efficiency, product quality, safety…
Added 2 mins ago
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HR Manager
GPAC
Algona, IA
- $100,000 to $125,000 USD / year
The HR Manager will be responsible for leading and supporting human resources activities across multiple manufacturing locations. This position will serve as a strategic and hands-on HR…
Added 2 mins ago
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HR Manager
GPAC
Fort Dodge, IA
- $100,000 to $125,000 USD / year
The HR Manager will be responsible for leading and supporting human resources activities across multiple manufacturing locations. This position will serve as a strategic and hands-on HR…
Added 2 mins ago
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Manufacturing Manager
GPAC
Columbia, TN
- $125,000 to $150,000 USD / year
The Manufacturing Manager is responsible for leading daily production operations to ensure safe, efficient, and high-quality manufacturing of products. This role oversees production teams,…
Added 2 mins ago
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Clinique Counter Manager - Full Time
Belk, Inc.
Auburn, AL
- Full-time
The Cosmetic Counter Manager drives personal and team results within an assigned brand, demonstrating a passion for building personalized client relationships and sharing a genuine…
Added 3 mins ago
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Operations Manager
GPAC
Nashville, TN
- $80,000 to $130,000 USD / year
The Operations Manager is responsible for overseeing daily manufacturing operations to ensure safe, efficient, and cost-effective production of industrial machinery and related components.…
Added 4 mins ago
Market Research & Analytics Senior Manager
Sumitomo Pharma
Jefferson City, MO
…Commercial organization. The Market Research & Analytics Senior Manager leads the design, execution, analysis, and delivery of primary market research across the commercial portfolio. This…
Added 4 mins ago
South-Central Division Infrastructure Business Development Manager
Atlas
Atlanta, GA · Nashville, TN · Birmingham, AL · Baton Rouge, LA · Knoxville, TN · Chattanooga, TN
The South-Central Division Business Development (BD) Manager is responsible for driving strategy, sales and growth in our South-Central Division of our Infrastructure business in Tennessee,…
Added 4 mins ago
General Manager
Atlas
Lubbock, TX
Partner with the Lab Quality Manager, PM/CMT Engineer, and Scheduling teams to integrate quality requirements into laboratory deadlines, deliverables, contract requirements, and client…
Added 4 mins ago
Nuclear Project Manager, Construction Material Testing
Atlas
Idaho Falls, ID · Pocatello, ID · Ogden, UT
At Atlas, we're providing services that enable communities to flourish and thrive, and if you're a Nuclear CMT Project Manager ready to lead people and projects that keep infrastructure…
Added 4 mins ago
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Area Safety Manager- CSP/CIH
Atlas
Remote, United States
- $90,000 to $105,000 USD / year
Atlas is seeking an Area Safety Manager to support teams and operations across the West Region. This role serves as a trusted health and safety resource, helping employees understand…
Added 4 mins ago
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Maintenance Manager - CNC Equipment
GPAC
Cedar Rapids, IA
- $85,000 to $115,000 USD / year
We are seeking a hands-on Maintenance Manager to lead all maintenance activities within a manufacturing environment. This role is highly focused on equipment reliability, CNC machine…
Added 4 mins ago
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Maintenance Manager - CNC Equipment
GPAC
Waterloo, IA
- $85,000 to $115,000 USD / year
We are seeking a hands-on Maintenance Manager to lead all maintenance activities within a manufacturing environment. This role is highly focused on equipment reliability, CNC machine…
Added 4 mins ago
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Maintenance Manager - CNC Equipment
GPAC
Mason City, IA
- $85,000 to $115,000 USD / year
We are seeking a hands-on Maintenance Manager to lead all maintenance activities within a manufacturing environment. This role is highly focused on equipment reliability, CNC machine…
Added 4 mins ago
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Maintenance Manager - CNC Equipment
GPAC
Iowa Falls, IA
- $85,000 to $115,000 USD / year
We are seeking a hands-on Maintenance Manager to lead all maintenance activities within a manufacturing environment. This role is highly focused on equipment reliability, CNC machine…
Added 4 mins ago
Protection Applications Department Manager (Midwest Region)
Burns & McDonnell
Saint Louis, MO
Description The Protection Applications Department Manager is responsible for the managerial direction, leadership, development, and growth of the Protection Applications (PA) Department…
Added 4 mins ago
Key Account Manager - Endocrinology - San Jose, CA
Military Spouse Jobs & VetJobs
United States
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans,…
Added 4 mins ago
Key Account Manager - Endocrinology - San Francisco, CA
Military Spouse Jobs & VetJobs
United States
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans,…

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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