* Role: Workforce Operations Manager
* Location: Remote
* Employment Type: Full-time
Compensation: Competitive salary commensurate with experience, qualifications, and location. Indicative range: $80,000 – $125,000 (USD equivalent), plus benefits.
Role Overview
We are hiring a Workforce Operations Manager to plan, schedule, and optimise the workforce that runs the business. The role combines forecasting with the operational details — making sure the right people are in the right place to deliver service levels.
Key Responsibilities
- Build forecasts of demand and translate them into workforce plans
- Manage scheduling, real-time adherence, and intra-day adjustments
- Track productivity, occupancy, and service-level metrics
- Run capacity planning across teams and functions
- Partner with hiring, training, and operations leads on staffing decisions
- Improve workforce management processes and tools
Required Skills and Qualifications
- 4+ years in workforce management or operations planning
- Strong analytical skills and proficiency with Excel modeling
- Familiarity with WFM platforms (NICE, Verint, Calabrio, Genesys)
- Experience forecasting demand and building scheduling models
- Excellent written communication and stakeholder management
- Comfort working with operations, hiring, and finance teams
What You'll Bring
- A systems thinker who breaks complex problems into actionable steps
- Strong written communication and stakeholder management
- Bias toward action and the ability to drive things to completion
- Comfort working asynchronously across time zones
What We Offer
- Fully remote, flexible work hours
- Performance-based bonus structure
- Annual learning & development stipend
- Health and wellness benefits (varies by location)
- Opportunity to work on high-scale, real-world impact projects
Equal Opportunity Statement
This is an equal opportunity role. Applications are welcomed from all qualified individuals regardless of race, color, ethnicity, nationality, gender, gender identity or expression, sexual orientation, age, religion, disability, marital status, or any other characteristic protected by applicable law. All hiring decisions are based solely on qualifications, skills, and demonstrated ability.