Manager, Workforce Operations

In this role, you’ll set team goals, quality standards, and operating rhythms, ensuring accountability for performance and outcomes across workforce management and operational planning. You’ll translate business strategy into clear plans and drive execution of forecasting, scheduling, capacity planning, and workforce initiatives within your team’s scope. You’ll guide, develop, and coach individual contributors, setting expectations, reinforcing high standards, and fostering an inclusive, high-performing culture while ensuring high-quality support across voice, chat, back office, and asynchronous channels. Serving as an escalation point, you’ll oversee workforce planning processes, scenario modeling, and tools that improve efficiency, accuracy, and scalability. Partnering...