Manager, CX Workforce Capacity

Candidates should have 5+ years of experience in workforce management, operations performance, or capacity planning, ideally in a high-growth environment, and 3-5 years of direct people management experience. Hands-on experience with industry-standard WFM platforms (Zendesk WFM preferred) and real-time dashboard platforms is required, along with an understanding of SLA management, queue dynamics, and contact center metrics. Global operations experience with prior exposure to workforce planning across regions, languages, and cultural contexts is necessary. Advanced Excel and modeling skills, including experience building and maintaining capacity and staffing models, are essential. Comfort with SQL, Python, R, or BI tools (Looker preferred) to analyze complex workforce data is expected. A proven track record of designing and implementing WFM programs, demonstrating the ability to create new methodologies and systems, is required. Exceptional ability to communicate, influence, and collaborate with senior leadership across multiple teams and departments, including operations, finance, and vendor management teams, is crucial. Attention to detail, system thinking, and comfort in a fast-paced growth environment are also necessary.