Own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally, accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance, and WFM analytics
Job Summary
Own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally, accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance, and WFM analytics.
Deliver staffing plans that balance SLA attainment, cost-to-serve, agent experience, and flexibility across all channels, while leading WFM process maturity and owning the WFM tooling strategy.
Partner cross-functionally with CTS Operations, Finance, HR/Talent, Training, QA, Product/Engineering, and BI/Data teams to drive strong customer outcomes and optimize the support agent experience.
Matching Summary
Own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally, accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance, and WFM analytics.
Skills & Requirements
Must-have
end-to-end WFM ownership
global customer technical support
forecasting and capacity planning
intraday management and performance
WFM analytics and reporting
people leadership and coaching
Nice-to-have
global and multi-site operations
omnichannel WFM experience
modern WFM platforms
automation or AI-enabled features
change management experience
Key Requirements
10+ years workforce management/capacity planning
5+ years people leadership experience
Advanced Excel and SQL skills
Demonstrated ability to influence senior stakeholders