About the Role
We're seeking an experienced FULL-TIME Workforce Management Manager to support one of our dedicated clientsa fast-growing tech brandby owning staffing, forecasting, and scheduling operations across phone, email, and chat channels. You'll play a pivotal role in helping us meet SLAs and deliver an exceptional support experience, working across a remote, globally distributed team.
Schedule is flexible, but we're looking for coverage MondayFriday, roughly 9am5pm EST.
Please note:
Hands-on experience with Assembled (2+ years) and Zendesk Explore (3+ years) is REQUIRED.
What You'll Do
- Build and manage schedules using Assembled across all support channels
- Monitor real-time coverage, flag risks, and make intraday adjustments as needed
- Manage PTO requests, holidays, and break coverage to maintain SLA performance
- Forecast staffing needs based on historical trends, seasonality, and upcoming product changes
- Analyze and report on key WFM metrics including occupancy, AHT, shrinkage, and FTE needs
- Leverage Zendesk Explore to pull insights on volume, handle times, and performance trends
- Partner closely with internal leadership and client stakeholders to align on headcount and performance goals
- Ensure efficient coverage across general and specialized queues
- Serve as the primary WFM point of contact for this dedicated tech brand
What We're Looking For
- 2+ years of hands-on experience with Assembled
- 3+ years of experience using Zendesk Explore for reporting and analysis
- Strong background in workforce management for remote, distributed teams
- Deep understanding of omni-channel support (email, chat, phone)
- Proven forecasting, scheduling, and capacity-planning skills
- Advanced Excel or Google Sheets skills
- Comfortable owning and explaining workforce KPIs and recommendations
- Organized, proactive communicator who thrives in a remote-first environment
- Experience supporting a tech or SaaS company is a plus
Why This Role Is Unique
- Full-time, long-term role supporting a single high-growth tech brand
- High ownership and visibility into staffing strategy and operational outcomes
- Fully remote with flexibility and trust
- Competitive compensation with room to grow and expand scope
