Manager, Customer Support Workforce Planning

Are you a motivated and organized individual with a passion for customer support? Look no further! Justworks is seeking a Manager of Customer Support Workforce Planning to join our fast-growing team. In this role, you will have the opportunity to lead and optimize our customer support workforce, ensuring that our team is equipped to provide exceptional service to our valued customers. If you have a background in workforce planning and management, and thrive in a fast-paced environment, we want to hear from you! Join us at Justworks and take your career to the next level.

1. Develop and implement strategic workforce plans to ensure efficient and effective utilization of customer support resources.
2. Create and maintain staffing models to forecast customer support volume and determine staffing needs.
3. Monitor and analyze customer support metrics to identify trends and make recommendations for resource allocation and process improvements.
4. Collaborate with cross-functional teams to understand business needs and align workforce plans with company goals.
5. Lead and manage a team responsible for forecasting, scheduling, and optimizing customer support resources.
6. Identify and implement best practices for workforce planning and management to improve efficiency and customer satisfaction.
7. Conduct regular audits to ensure accuracy and effectiveness of workforce plans.
8. Develop and maintain relationships with external vendors and partners to support workforce needs.
9. Provide regular updates and reports on workforce planning initiatives and performance to senior management.
10. Mentor and coach team members to promote growth and development within the workforce planning function.
11. Stay informed on industry trends and advancements in workforce planning technology and make recommendations for implementation.
12. Collaborate with HR to develop and implement training programs for customer support team members.
13. Ensure compliance with all relevant laws, regulations, and company policies related to workforce planning and management.
14. Continuously evaluate and improve processes and procedures to enhance the customer support experience.
15. Act as a brand ambassador for Justworks, promoting the company's values and customer-centric approach in all interactions.

According to JobzMall, the average salary range for a Manager, Customer Support Workforce Planning in New York, NY, USA is $80,000 - $115,000 per year. This can vary depending on the specific company, industry, and level of experience of the individual. Additionally, factors such as bonuses, benefits, and location may also impact the salary range.

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