Workforce Operations Manager

About this role

- 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 a...