Workforce Management Lead

Position Overview

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"Great things are not done by impulse, but by a series of small things brought together.” - Vincent Van Gogh

We’re looking for a Workforce Management Lead to establish and grow the foundations of workforce management at Mercury. In this role, you’ll bring clarity and structure to how we staff and scale support - laying the groundwork for a function that empowers both our teams and our customers.

This is a newly created role within our Strategy & Planning team, focused on shaping the future of Workforce Management for our Customer Support team at Mercury. With an Analyst already in place, your focus will be on evolving the function with intention - bringing a balance of data-driven insight and agent-friendly design. You’ll drive alignment across teams, turn workforce data into high-impact decisions, and partner closely with Customer Support Leadership to define clear, shared responsibilities that support a well-coordinated, high-performing support organization.

Key Responsibilities

• Translate workforce data into clear, actionable insights that enable collaboration with Support leadership - helping them prioritize staffing decisions, weigh trade-offs, and model the impact of upcoming changes.
• Set the strategic direction for Workforce Management in Customer Support, defining what great looks like as we scale across channels, time zones, and toward 24/7 support coverage.
• Guide and support Workforce Management team members, providing coaching, quality oversight, and direction as the function grows.
• Partner cross-functionally with Support Operations, Product, Marketing, Finance, and Enablement to align workforce planning with upcoming launches, specialization needs, international team growth, and language expansion.
• Own and evolve long-term forecasting models, helping Mercury make smarter investments in people and process.
• Lead planning cycles and partner with Support Leads to define how schedules, staffing coverage, and channel management align with team goals and customer experience standards.
• Introduce and standardize scalable WFM processes from shift design and PTO planning to coverage models that account for time zone complexity, channel differences, and specialization across regions and functions.
• Own vendor relationships and tooling strategy for our WFM platform (Assembled) - ensuring we’re getting the most from our systems while preparing for future needs.
• Collaborate with CS Leadership to improve visibility into performance, staffing trends, and operational outcomes via dashboards and reporting infrastructure.
• Contribute to the broader CS Operations team by supporting cross-functional initiatives, change management efforts, and team-wide prioritization.

What You Bring to the Table

• Experience: 3-5 years of experience in Workforce Management, Capacity Planning, or a related role in customer support or support operations.
• Management Experience: 2+ years of people management experience.
• Tool Proficiency:
  • Experience working with Zendesk and using Explore to surface insights and inform staffing or operational decisions.
  • Proficiency with Excel or Google Sheets, including comfort working with large datasets and workforce models.
• Skills & Attributes:
  • A strong sense of ownership - you’re comfortable creating structure in ambiguity and leading systems end-to-end.
  • Deep familiarity with support metrics such as SLA, AHT, occupancy, and shrinkage - and how they drive workforce strategy.
  • Excellent communication and collaboration skills, especially across support, ops, and strategic functions.
  • Lead with curiosity and creativity, piloting new ways of thinking about workforce strategy. Whether it’s redesigning how we schedule, experimenting with performance metrics, or responding to shifting priorities with speed and care.
  • Excellent collaboration and communication skills; you build strong relationships across disciplines and roles.
  • A balance of execution and strategy - you’re hands-on, but always thinking about how to build for scale.

The Ideal Candidate W