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Support Operations Manager, Workforce Planning & Data

Implement a workforce management platform to enhance efficiency in customer support operations.
San Francisco, California, United States
Mid-Level
$235k USD per year
1 week ago

✨ About The Role

- The Support Operations Manager will be responsible for managing staffing models, forecasting, and scheduling for customer support teams. - This role involves ensuring that service level agreements (SLAs) are met while maximizing team productivity. - The candidate will analyze historical data and trends to accurately forecast inbound ticket volumes. - Creating and managing reporting dashboards to track key performance indicators (KPIs) is a significant part of the job. - Collaboration with various teams, including support operations, leadership, and external partners, is essential for optimal workforce planning.

âš¡ Requirements

- The ideal candidate has experience in workforce management, particularly in forecasting and capacity planning for globally distributed teams. - A strong background in implementing and managing workforce management platforms is essential for success in this role. - Proficiency in statistical analysis and data modeling techniques is crucial for driving data-informed decision-making. - The candidate should be skilled in using data visualization tools and Excel/Google Sheets to present complex data insights effectively. - Adaptability and the ability to thrive in fast-paced environments are key traits for this position.
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Support Operations Manager, Workforce Planning & Data
San Francisco, California, United States
$235k USD per year
Operations
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