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Network Operations Engineer
Meta
Montgomery, AL
…documentation is effectively managed, and the data required to support operations is complete and accurate in…
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Cyber Security Manager - Diego Garcia
Amentum
Montgomery, AL
Support government execution of Cybersecurity Program for all control systems per the Cybersecurity Roles and Responsibilities for Facility-Related Control Systems at site.
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Senior Proposal Manager
Maximus
Montgomery, AL
This is an individual contributor role with no direct reports. The position is fully remote, with approximately 10% travel to support proposal activities.
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Test Analyst - QNXT
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Montgomery, AL
- $70,000 to $92,000 USD / year
…analytics to ensure high-quality delivery for critical healthcare…
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Senior Strategic Account Manager – Fire Alarm & Monitoring Solutions | Western US
Honeywell Technologies
Montgomery, AL
You will collaborate with channel partners, systems integrators, distributors, and internal stakeholders to identify business opportunities, develop tailored solutions, and strengthen…
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DIETITIAN
Compass Group, North America
Montgomery, AL · Birmingham, AL · Mobile, AL · Tuscaloosa, AL
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Community Health Systems
Birmingham, AL
ACLS - Advanced Cardiac Life Support preferred
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Huntsville, AL
Leidos’ Defense Systems is seeking a talented Principal Mechanical Engineer to support the Indirect Fire Protection Capability (IFPC Inc 2) Program. In this role, you will help develop the…
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Senior Manufacturing Engineer, Welding and Automation - Leeds, AL
Hubbell Incorporated
Leeds, AL
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Human Resources Generalist - Birmingham, AL
Hubbell Power Systems
Leeds, AL
…limited to: recruiting/employment, Human Resource Information Systems (HRIS), employee relations, training and development, benefits and compensation, and more. This position focuses on…
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Autonomous Systems Project Engineer
PPT Solutions, Inc.
Huntsville, AL
PPT Solutions is looking for an Autonomous Systems Project Engineer in the Launched Effects platforms!
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Business Systems Analyst (BSA)
Eliassen Group
Montgomery, AL
- $70 to $80 USD / hour
Our client is seeking a highly proactive and versatile Business Systems Analyst (BSA) to support senior leadership and cross-functional teams with strategic planning, portfolio operations,…
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Staff AI & Data Engineer – Databricks
Eliassen Group
Montgomery, AL
- $80 to $90 USD / hour
Ingest data from enterprise applications, databases, APIs, SaaS platforms, files, and other source systems.
Added 1 min ago
G
Electrical Design Engineer
GPAC
Needham, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
Added 1 min ago
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Electrical Design Engineer
GPAC
Newton, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
Added 1 min ago
G
Electrical Design Engineer
GPAC
Cambridge, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
Added 1 min ago
G
Electrical Design Engineer
GPAC
Somerville, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
Added 1 min ago
G
Electrical Design Engineer
GPAC
Quincy, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
Added 1 min ago
G
Electrical Design Engineer
GPAC
Woburn, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
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G
Electrical Design Engineer
GPAC
Brookline, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
Added 1 min ago
G
Electrical Design Engineer
GPAC
Boston, MA
- $90,000 to $125,000 USD / year
Product Development: Design and develop electrical schematics, control systems, wiring harnesses, and printed circuit board (PCB) layouts.
Added 1 min ago
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Manufacturing Manager
GPAC
Knoxville, TN
- $125,000 to $150,000 USD / year
…Quality, Maintenance, and Supply Chain to optimize processes and support business…
Added 1 min ago
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CNC Sales Engineer
GPAC
Chattanooga, TN
- $83,000 to $132,000 USD / year
…solution-driven sales, helping customers identify the right CNC systems to increase productivity, improve precision, and optimize manufacturing…
Added 1 min ago
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Manufacturing Manager
GPAC
Chattanooga, TN
- $125,000 to $150,000 USD / year
…Quality, Maintenance, and Supply Chain to optimize processes and support business…
Added 2 mins ago
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Plant Engineer - Full-Time
GPAC
Jackson, TN
- $75,000 to $135,000 USD / year
- Full-time
Maintain and troubleshoot plant equipment, machinery, and systems

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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