About the Role
Job Overview
We are looking for a Workforce Management (WFM) & Headcount Manager to own end-to-end workforce planning for our customer-facing teams. This role is responsible for forecasting demand, capacity planning, headcount strategy, and staffing optimization across regions, shifts, and support channels.
You will partner closely with Support Leadership, Finance, HR, Recruiting, and Operations to ensure the right people are in the right place at the right time—while balancing cost, service levels, and scalability.
What You’ll Do
Workforce Planning & Forecasting
- Own short-term and long-term demand forecasting across channels (tickets, chat, calls, async support).
- Translate volume forecasts into capacity models and headcount requirements .
- Build scenario models fo...
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