Workforce Manager, Solace

• This role is ideal for someone who thrives in data, building structure, and operational detail, and is excited to build WFM foundations from the ground up
• At least 7+ years of experience in Workforce Management within a Customer Experience organization
• Proven experience working within Zendesk and Google Sheets
• Exceptional written and verbal communication skills
• Sound business judgment, including using data to drive strategy and business action
• Ability to move remarkably fast with little structure and guidance
• Understanding of payroll systems and time-tracking workflows for hourly employees

Desirable

• We are looking for a Workforce Manager to build and optimize the capacity, scheduling, and performance systems that power our Customer Experience team
• You’ll work cross-functionally to ensure we’re staffed effectively to meet SLAs, balance agent workload, and provide a seamless experience for our customers and team members
• Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all channels
• Translate forecasts into hourly and daily staffing requirements to achieve service level targets
• Partner with CX Leadership, Product, and Marketing to model operational impacts of new launches, campaigns, and policy changes
• Perform variance analysis (forecast vs. actuals) to continuously improve forecasting accuracy
• Own the creation, publication, and maintenance of agent schedules in Zendesk, ensuring optimal coverage during operating hours (M–F, 6 am–5 pm PT)
• Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals
• Monitor real-time queue performance and agent adherence, escalating issues and driving intraday adjustments as needed
• Collaborate with CX Managers to communicate schedule expectations and manage intraday changes
• Develop and maintain WFM dashboards and reports tracking key metrics including adherence, shrinkage, utilization, and occupancy
• Deliver daily and weekly performance insights to guide staffing, training, and process improvement decisions
• Identify trends (e.g., understaffing periods or overcoverage) and recommend data-backed solutions
• Serve as the primary owner for Zendesk scheduling and WFM functionality
• Partner with HR and CX Leadership on headcount tracking, timecard accuracy, and payroll preparation
• Create and maintain SOPs for scheduling, timecard reconciliation, and PTO management
• Evaluate and recommend additional WFM tools (e.g., Assembled, Tymeshift) to support team scaling