Workforce Manager, Customer Success | REMOTE (Aurora (IL), United States)

Aurora, IL
Workforce Manager, Customer Success

Join Sonova as a Workforce Manager, Customer Success and lead workforce forecasting, capacity planning, scheduling, real-time management and performance reporting for our Customer Success organization.

You will serve as Sonova’s primary business subject matter expert for the Calabrio Workforce Management module, helping us maximize the platform and transition workforce decisions toward consistent, data-driven processes.
Responsibilities:

- Own short-, medium- and long-range contact-volume forecasting and translate forecasts into staffing and capacity requirements.

- Develop and maintain employee schedules in Calabrio Workforce Management, balancing forecasted demand, service expectations, employee availability, PTO, training, coaching, meetings and other offline activities.

- Maintain a rolling workforce plan and identify anticipated staffing gaps, excess capacity and future hiring needs.

- Lead real-time and intraday workforce management by monitoring contact volume, staffing, service levels and schedule adherence and recommending adjustments when performance falls outside established thresholds.

- Track and analyze forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage and workforce utilization.

- Develop workforce dashboards and recurring reports that provide Customer Success leaders with actionable insights into workforce performance.

- Conduct variance and root-cause analyses and recommend actions to improve staffing efficiency, customer accessibility and workforce utilization.

- Serve as the functional owner and subject matter expert for Calabrio Workforce Management, including forecasting, scheduling, adherence, reporting, configuration and ongoing optimization.

- Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing and Operations to incorporate business events, product launches, staffing plans and other demand drivers into workforce planning.

- Monitor workforce data quality and work with IT and other partners to resolve discrepancies across Calabrio, contact-center systems, HR and timekeeping platforms and other data sources.

- Provide data-driven recommendations to leadership regarding staffing, hiring, scheduling, operating hours, productivity and resource allocation.

- Establish and maintain workforce-management processes, documentation, operating standards and reporting cadences.

More about you:

- Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics or a related field preferred; equivalent relevant experience will also be considered.

- Five or more years of progressive workforce-management experience within a contact center, customer service or customer support environment.

- Demonstrated hands-on experience with forecasting, capacity planning, scheduling and real-time workforce management.

- Hands-on experience with Calabrio Workforce Management is required; advanced user, administrator, configuration or implementation experience is strongly preferred.

- Strong knowledge of contact-center workforce metrics, including forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage and utilization.

- Strong analytical skills with the ability to interpret workforce data, identify trends and root causes and translate findings into actionable business recommendations.

- Strong written and verbal communication skills, including the ability to communicate complex workforce information clearly to operational managers and senior leaders.

- Demonstrated ability to lead cross-functional initiatives and resolve escalated issues without direct authority.

- Advanced Excel skills; experience with Power BI, Tableau, SQL or similar reporting and analytics tools is a plus.

- Experience with Webex Contact Center or another enterprise CCaaS platform is preferred.

- Ability to travel less than 10%.

A minimum of 300 Mb/sec do