Customer Support
Role Description We are seeking a strategic and detail-oriented Support Workforce Manager to lead our workforce management (WFM) operations across our customer support organization. In this role, you will be responsible for forecasting, capacity planning, scheduling, and real-time support to ensure we deliver exceptional customer service across our global team while maintaining operational efficiency. You will work cross-functionally with support leadership, analytics, and systems teams to align staffing with demand and service level goals. Responsibilities Workforce Strategy & Planning Work with analytics to develop and maintain accurate support volume forecasts using historical data and predictive models Translate demand forecasts into staffing plans across multiple regions, channels (chat, email, phone), and tiers Design short- and long-term capacity plans to meet SLAs and optimize efficiency Scheduling & Real-Time Management Lead scheduling processes to ensure adequate support coverage across time zones, holidays, and product launches Manage intraday performance and real-time adherence, and make dynamic adjustments to meet demand Identify and resolve coverage gaps, skill mismatches, and schedule inefficiencies Performance Analysis & Reporting Track and report on key WFM metrics: forecast accuracy, occupancy, service level, adherence, etc. Conduct variance analyses to continuously improve accuracy and efficiency Partner with support operations and data teams to build and refine dashboards Systems, Tools & Process Optimization Own and optimize WFM tools and integrations Implement new processes and automations to streamline workforce operations Ensure compliance with labor laws, internal policies, and data governance standards Cross-functional Collaboration Serve as a strategic advisor to support leadership on staffing tradeoffs and WFM best practices Provide WFM guidance for special projects like product launches or stretch projects Requirements 5+ years of experience in workforce management, capacity planning, or support operations Proven track record managing global, multi-channel support environments Strong analytical skills and experience with forecasting models and WFM tools Excellent communication, stakeholder management, and cross-functional collaboration skills Comfort with ambiguity Preferred Qualifications Experience working in fast-paced SaaS, tech, or high-growth environments Familiarity with tools like Zendesk, AWS Connect, ZoomChat, and SQL Understanding of Lean, Six Sigma, or other operations methodologies Compensation Ireland Pay Range€49.100—€66.500 EUR