Workforce Manager

Summary

Join Apollo.io as a Workforce Manager and lead the optimization of our support team's operational efficiency. You will oversee real-time management, forecasting, scheduling, and capacity planning to ensure appropriate staffing across all customer support channels. This critical role involves aligning staffing strategies with business goals, meeting service level agreements (SLAs), and optimizing costs and agent productivity. You will lead a team of Real-Time Analysts and Scheduling Analysts, collaborating with various departments to develop best-in-class workforce management practices. The ideal candidate is data-driven, proactive, and experienced in WFM methodologies, capable of analyzing trends, recommending adjustments, and driving process improvements. This position offers the opportunity to significantly impact the company's operational efficiency and customer experience.

Requirements

• Experience in WFM methodologies
• Data-driven
• Proactive

Responsibilities

• Develop and implement long-term workforce strategies to support business objectives and expected volume growth
• Lead forecasting and capacity planning efforts, ensuring accurate staffing models across multiple channels (phone, chat, email, etc.)
• Build and refine staffing models that balance service levels, labor costs, and agent utilization
• Manage headcount planning and hiring recommendations, working closely with Recruiting to ensure staffing needs are met on time
• Oversee real-time monitoring and intraday adjustments to ensure SLAs are met
• Manage a team of Real-Time Analysts and Scheduling Analysts, coaching them to enhance workforce efficiency
• Ensure adherence tracking and schedule compliance, minimizing shrinkage and idle time
• Drive continuous improvement initiatives to optimize agent occupancy, reduce handle time, and improve overall efficiency
• Monitor and report on key WFM metrics, including forecast accuracy, occupancy, adherence, and SLA performance
• Provide regular workforce analytics and recommendations to leadership for operational improvements
• Develop and maintain dashboards and reports to track agent performance and staffing trends
• Partner with Customer Support Leadership to align workforce management with business priorities
• Work closely with Finance & HR to manage labor costs, headcount planning, and budgeting
• Collaborate with Technology & Ops teams to optimize workforce management tools and automation
• Drive engagement with front-line managers to ensure effective communication of schedules, adherence expectations, and workforce updates

Preferred Qualifications

Experience in leading and optimizing support team operational efficiency

Benefits

• Investment in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact
• Collaborative team across departments ready to help you succeed
• Freedom to experiment, take smart risks, and drive big wins