Workforce Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Workforce Manager based in Brazil.

This role offers the opportunity to play a critical part in the performance and scalability of a fast-paced customer support operation. As a key workforce management specialist, you will oversee forecasting, scheduling, real-time operations, and workforce optimization across multiple support channels. Working in a highly data-driven environment, you will leverage analytics, operational insights, and AI performance monitoring to ensure service levels consistently meet business objectives. The position requires a proactive problem-solver who can react quickly to changing demand while maintaining operational efficiency. You will collaborate closely with support leadership and cross-functional teams to improve processes, optimize staffing strategies, and enhance customer experiences. This is an excellent opportunity for an analytical professional who thrives on operational excellence and measurable impact.

• Develop and maintain workforce forecasts using historical trends, business growth projections, and support channel performance data to ensure optimal staffing levels.
• Create and manage schedules across customer support channels, balancing operational efficiency with service-level objectives.
• Monitor real-time adherence, occupancy, utilization, and queue performance, making intraday adjustments to maintain coverage and service quality.
• Oversee daily queue management activities, including routing, escalation workflows, and support channel configurations to optimize ticket and chat flow.
• Track and analyze workforce management metrics such as SLA adherence, average handle time, occupancy, utilization, and service performance, providing actionable insights to leadership.
• Monitor AI-assisted support tools, reviewing containment, deflection, and customer satisfaction performance while identifying opportunities for optimization.
• Maintain operational dashboards, reporting frameworks, and workforce management documentation to support decision-making and process consistency.
• Partner with support leaders and operational stakeholders to improve workforce strategies, enhance productivity, and support future scaling initiatives.
• Contribute to continuous improvement efforts by identifying operational bottlenecks, recommending process enhancements, and supporting workforce management best practices.

Requirements:

• 4+ years of experience in workforce management, contact center operations, or a similar operational planning environment.
• Proven experience building and managing workforce forecasts, schedules, and capacity plans in customer support or service operations.
• Strong background in real-time queue management, intraday performance monitoring, and workforce optimization.
• Advanced analytical skills with the ability to interpret large datasets and transform findings into actionable operational recommendations.
• Proficiency with reporting and data analysis tools such as Excel, Google Sheets, SQL, or equivalent platforms.
• Experience working with AI-powered customer support tools and evaluating their operational performance.
• Strong communication and stakeholder management skills, with the ability to present operational insights clearly and effectively.
• Familiarity with customer support platforms, workflow automation tools, and routing systems is highly desirable.
• Experience in SaaS, technology, or high-growth environments is considered an advantage.
• Ability to thrive in a fast-paced, remote-first environment while managing competing priorities and operational demands.

Benefits:

• Competitive salary package aligned with experience and expertise.
• Flexible remote working environment.
• Generous paid time off to support work-life balance.
• Comprehensive healthcare coverage, including medical, dental, vision, and prescription benefits.
• Paid parental, maternity, bonding, and medical leave programs.
• Access to confidential mental health and wellness support resources.
• Retirement savings plan with employer contribution opportunities where applicable.
• Flexible spending and health savings account options where available.
• Life and accident insurance coverage for added financial security.
• Monthly wellness allowance to support physical, mental, and personal well-being.
• Home office support to help create an effective remote workspace.
• Professional development and continuing education opportunities.
• Collaborative, supportive team culture with regular opportunities for connection and growth.