Overview As Workforce Manager for Customer Success, you drive forecasting, capacity planning, scheduling and real-time control to optimize our workforce. You will own Calabrio Workforce Management as the platform expert, translating demand into staffing actions and measurable performance insights. You collaborate with cross-functional partners to align staffing with product launches and business events, ensuring data-driven decisions across the customer journey. This role offers impact through scalable processes and dashboards that leaders rely on for timely, evidence-based decisions.
Compensation / Benefits- Medical, dental and vision
- 401(k) with company match
- PTO
- Parental bonding leave
- EAP and mental health support
- Tuition reimbursement
Responsibilities- Forecast contact volume (short- to long-range) and convert into staffing and capacity needs
- Build and maintain employee schedules in Calabrio WFM, balancing demand, service levels, and offline activities
- Maintain rolling workforce plan and identify gaps, excess capacity, and hiring needs
- Lead real-time and intraday WFM, monitoring volume, staffing, service levels, and adherence
- Track forecast accuracy, staffing metrics, occupancy, shrinkage and utilization
- Develop workforce dashboards and recurring reports for leadership insights
- Conduct variance/root-cause analyses and recommend efficiency improvements
- Serve as Calabrio WFM owner, including forecasting, scheduling, reporting, configuration and optimization
- Partner with cross-functional teams to incorporate events and demand into planning
- Ensure data quality across Calabrio and related systems, resolving discrepancies
- Provide data-driven staffing and operating recommendations
- Establish workforce-management processes, standards and reporting cadences
Key requirements- Five+ years in progressive workforce-management within contact center or customer service
- Hands-on forecasting, capacity planning, scheduling and real-time WFM experience
- Proficiency with Calabrio Workforce Management (advanced use, admin or implementation preferred)
- Strong knowledge of contact-center metrics (forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage, utilization)
- Strong analytical skills to translate data into actionable insights
- Excellent written and verbal communication for operational and senior leadership audiences
- Experience leading cross-functional initiatives and resolving escalations without direct authority
- Advanced Excel; plus Power BI, Tableau, SQL or similar tools a plus
- Experience with Webex Contact Center or another CCaaS platform preferred
- Willingness to travel
- cross-functional collaboration
- clear communication
- problem-solving
- Calabrio Workforce Management
- Excel (advanced)
- Power BI
