Workforce Planning Manager

Summary

Join Jobber as a Workforce Planning Manager and develop strategies to optimize staffing and enhance customer experience. You will forecast demand, manage staffing capacity, and analyze data to support operational success. Partnering with various teams, you will build forecasts, design staffing models, and create performance dashboards. The role involves monitoring real-time operations, managing exceptions, and driving continuous improvement in scheduling and efficiency. You will also develop reports, translate data into insights, and collaborate on strategic initiatives. This is a highly impactful individual contributor role for someone who thrives at the intersection of data, operations, and customer experience.

Requirements

• Experience in workforce planning, capacity modeling, or support operations
• Proficiency with WFM tools (e.g., Assembled, NICE, Calabrio, Playvox) and Excel/Google Sheets
• Strong analytical skills and comfort working with complex data sets
• Deep understanding of contact center operations and staffing metrics
• Excellent communication skills with the ability to explain complex concepts clearly

Responsibilities

• Own end-to-end forecasting for inbound volume across all customer contact channels (phone, chat, email), accounting for historical trends, seasonality, marketing campaigns, product releases, and business events
• Develop and maintain capacity models that align service level goals with staffing plans across internal teams and BPO partners
• Partner with Finance, Product Support, Customer Success, and Workforce leadership to deliver accurate short- and long-term staffing plans, headcount scenarios, and budget inputs
• Proactively identify gaps between forecast and capacity and recommend mitigation strategies such as schedule optimization, overtime, hiring adjustments, or shift realignment
• Build and maintain efficient agent schedules and shift plans that balance team preferences, business needs, and global time zones
• Monitor intraday operations to ensure service level adherence, agent availability, and proper channel coverage
• Manage real-time exceptions and escalations, proposing agile staffing or routing solutions to minimize service disruption
• Analyze adherence and occupancy trends to drive continuous improvement in schedule accuracy and team efficiency
• Develop, own, and evolve dashboards and reports that track key WFM metrics (e.g., SLA, AHT, shrinkage, utilization, concurrency, FCR) and operational health
• Translate data into compelling insights and strategic recommendations for Customer Support and Success leadership
• Conduct post-mortem analyses of service level misses and volume anomalies, identifying root causes and system improvements
• Collaborate with RevOps, Support Ops, and BI teams to enhance reporting infrastructure, data integrity, and process automation
• Act as the central point of contact for workforce planning across Support, Success, Enablement, and RevOps
• Contribute to strategic initiatives such as BPO expansion, 24/7 coverage models, new channel rollouts, and distributed resourcing plans
• Inform tech stack optimization and WFM tool evaluation to support evolving workforce needs
• Influence organizational planning cycles and OKRs by providing accurate capacity forecasts and resourcing scenarios aligned with business growth

Preferred Qualifications

• Experience in SaaS or fast-paced customer-facing environments is a strong asset
• Familiarity with Salesforce, Zendesk, or similar platforms is a plus
• Bonus : experience supporting BPOs or distributed teams

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family