Workforce Management Program Manager

Job Summary

A company is looking for a Program Manager (Workforce Management).

Key Responsibilities

• Manage and process capacity requests from cross-functional teams
• Track headcounts and update capacity plans to meet forecasted demand
• Provide real-time workforce management support during incidents and escalations

Required Qualifications

• 3+ years of Workforce Management experience in capacity planning for non-voice teams
• Experience managing capacity models in Excel and/or Google Sheets
• 3+ years of process management and improvement experience
• Proficiency in Slack for managing intraday requests
• Trust & Safety experience and basic SQL skills are preferred