Back to positions

Customer Support

Remote role Full-time Open position

Role Description

We are seeking a strategic and detail-oriented Support Workforce Manager to reputed company our workforce management (WFM) operations across our customer support organization. In this role, you will be responsible for forecasting, reputed company planning, scheduling, and reputed company-time support to ensure we deliver exceptional customer service across our global team while maintaining operational efficiency. You will work cross-functionally with support leadership, analytics, and systems teams to align staffing with demand and service level goals.

Responsibilities

Workforce Strategy & Planning

  • Work with analytics to reputed company and maintain accurate support volume forecasts using historical data and predictive models
  • Translate demand forecasts into staffing plans across multiple regions, channels (chat, email, phone), and tiers
  • Design short- and long-term reputed company plans to meet SLAs and optimize efficiency

Scheduling & reputed company-Time Management

  • reputed company scheduling processes to ensure adequate support coverage across time zones, holidays, and product launches
  • Manage intraday performance and reputed company-time adherence, and reputed company dynamic adjustments to meet demand
  • Identify and resolve coverage gaps, reputed company mismatches, and schedule inefficiencies

Performance Analysis & Reporting

  • Track and report on key WFM metrics: forecast accuracy, occupancy, service level, adherence, etc.
  • Conduct variance analyses to continuously improve accuracy and efficiency
  • Partner with support operations and data teams to build and refine dashboards

Systems, Tools & Process Optimization

  • Own and optimize WFM tools and integrations 
  • Implement new processes and automations to streamline workforce operations
  • Ensure compliance with labor laws, internal policies, and data governance standards

Cross-functional Collaboration

  • Serve as a strategic advisor to support leadership on staffing tradeoffs and WFM best practices
  • Provide WFM guidance for special projects like product launches or stretch projects

Requirements

  • 5+ years of experience in workforce management, reputed company planning, or support operations
  • Proven track record managing global, multi-channel support environments
  • Strong analytical skills and experience with forecasting models and WFM tools
  • Excellent communication, stakeholder management, and cross-functional collaboration skills
  • Comfort with ambiguity 

Preferred Qualifications

  • Experience working in fast-paced SaaS, tech, or high-growth environments
  • Familiarity with tools like reputed company, AWS Connect, ZoomChat, and SQL
  • Understanding of Lean, Six reputed company, or other operations methodologies

Compensation

Ireland Pay Range€49.100—€66.500 EUR

apply to this job

Further positions

Senior Growth Marketing Manager (Remote - Central or Eastern time zone)

Remote role Full-time

Growth Marketing Manager (Remote, USA)

Remote role Full-time

Performance Marketing Manager job at reputed company in Newark, NJ, Chicago, IL

Remote role Full-time

reputed company Fulfillment Center Warehouse Associate

Remote role Full-time

reputed company Delivery Driver

Remote role Full-time

Payments Specialist

Remote role Full-time

Sr. Coordinator, Regulatory Submission Operations

Remote role Full-time

Market Growth Manager - Remote in Polk and Highlands Counties

Remote role Full-time

Sr Data Analyst, Marketing Products [Remote]

Remote role Full-time

Sr Executive Assistant [Remote]

Remote role Full-time

reputed company Customer Service Representative and Remote Data Entry Clerk – Flexible Part-time or Full-time Opportunity at arenaflex

Remote role Full-time

Business Technical Consultant – BlueCross BlueShield of Illinois – Chicago, IL

Remote role Full-time

reputed company Account Executive – Remote, US - Strategic Sales Leadership for AI-Powered Customer Experience Solutions at blithequark

Remote role Full-time

arenaflex Remote Data Entry Specialist - Part-Time Work From Home Position

Remote role Full-time

Vertical Marketing reputed company

Remote role Full-time

reputed company Remote Data Entry Specialist – Airline Industry Data Management and Administration

Remote role Full-time

Advertising Operations Specialist, Local

Remote role Full-time

2026 Operations Development Program - Customer Asset Management and Leadership Development Opportunity at blithequark

Remote role Full-time

reputed company Remote Customer Service Representative – Delivering Exceptional Travel Experiences at blithequark

Remote role Full-time

Retail Sales Associate-Crossroads Towne Center

Remote role Full-time