Job Description:
• Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
• Develop capacity models tied to SLAs, volume projections, and cost targets
• Establish utilization benchmarks and manage adherence
• Partner with Finance and Operations on proactive headcount planning
• Identify capacity risks early and implement mitigation strategies
• Directly manage Service Team Leads
• Standardize expectations for queue management, call monitoring, QA scoring, and coaching
• Implement consistent productivity and performance benchmarks across teams
• Ensure floor discipline and real-time operational control
• Drive accountability and measurable improvement across shifts
• Own and evolve the QA rubric and scoring methodology
• Implement calibration processes to ensure scoring consistency
• Connect QA insights to training, workflow changes, and process improvements
• Tie quality performance directly to resolution time, escalation rate, and customer outcomes
• Identify systemic issues and drive root-cause correction
• Evaluate and optimize Zendesk, Sprinklr, and related CX tools
• Improve routing logic, escalation paths, and workflow efficiency
• Reduce manual work through automation and smarter configuration
• Build dashboards and reporting that provide real-time operational visibility
• Partner cross-functionally when system changes are required
• Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
• Deliver clear, data-driven reporting to senior leadership
• Establish performance baselines and continuously raise standards
Requirements:
• 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
• Proven ownership of forecasting, capacity planning, and QA functions at scale
• Experience managing frontline leaders in high-volume environments
• Strong analytical skills with demonstrated success building operational dashboards and reporting
• Deep familiarity with Zendesk and Twilio Flex preferred
• Track record of driving measurable performance improvement through process and systems optimization
• Comfort operating in a high-growth, high-accountability environment.
Benefits:
• Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
• Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
• Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
• Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
• Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
• Referral Rewards: Earn bonuses for bringing top talent to the team.
• Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
• Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.