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Responsibilities
- Lead workforce planning and create long-range strategies
- Oversee capacity planning, forecasting, and scheduling
- Analyze data to improve performance and service levels
- Implement accurate forecasting and staffing processes
- Manage BPO vendors to align with business objectives
- Monitor agent utilization and real-time adherence
- Collaborate to recommend operational improvements
Requirements
- 10+ years in staffing and capacity modeling for SaaS
- Bachelor’s degree or equivalent experience
- Expertise in Customer Success and tools like Zendesk
- Experience managing BPO vendors for performance goals
- Strong skills in data analysis, project, and change management
Benefits
- Health benefits with fully paid premiums
- Retirement savings plan with matching
- Stock options and career development support
- Paid vacation, health days, and parental leave top-ups
