Workforce Manager, Customer Success | REMOTE (Aurora (IL), United States)

Sonova
United States
Workplace: RemoteFull timeUSD 97,584 - 121,980 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsEducation: bachelorsSkills: ["Analytical thinking","Root-cause analysis","Written communication","Verbal communication","Cross-functional collaboration"]

Own workforce forecasting, capacity planning, scheduling, and real-time management for the Customer Success organization. Serve as Calabrio Workforce Management subject matter expert, building dashboards and recurring reports while tracking forecast accuracy, adherence, service levels, and utilization. Lead intraday adjustments and root-cause analyses to close staffing gaps and improve customer accessibility. Partner cross-functionally to incorporate demand drivers and ensure data quality across Calabrio, contact-center, HR, and timekeeping systems.

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FursaFursa
Sonova
Sonova
9 hours ago

Workforce Manager, Customer Success | REMOTE (Aurora (IL), United States)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Own workforce forecasting, capacity planning, scheduling, and real-time management for the Customer Success organization. Serve as Calabrio Workforce Management subject matter expert, building dashboards and recurring reports while tracking forecast accuracy, adherence, service levels, and utilization. Lead intraday adjustments and root-cause analyses to close staffing gaps and improve customer accessibility. Partner cross-functionally to incorporate demand drivers and ensure data quality across Calabrio, contact-center, HR, and timekeeping systems.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead short-, medium- and long-range contact-volume forecasting and convert forecasts into staffing and capacity requirements.
  • •Create and manage employee schedules in Calabrio Workforce Management, balancing demand, service expectations, and employee constraints.
  • •Maintain a rolling workforce plan and identify staffing gaps, excess capacity, and future hiring needs.
  • •Monitor and manage workforce in real time and intraday by tracking contact volume, staffing, service levels, and schedule adherence; recommend adjustments.
  • •Serve as functional owner for Calabrio Workforce Management (forecasting, scheduling, adherence, reporting, configuration, and ongoing optimization) and improve workforce-management processes and reporting cadences.
Travel: Low travel

Pay and Benefits

Salary: USD 97,584 - 121,980 annually
Perks:Health InsuranceDentalVision401kPaid LeaveParental Leave

Key Requirements

  • •Own contact-volume forecasting and translate forecasts into staffing and capacity requirements across short-, medium-, and long-range horizons.
  • •Develop and maintain employee schedules in Calabrio Workforce Management, balancing demand, service expectations, availability, PTO, and training/offline activities.
  • •Lead real-time and intraday workforce management by monitoring contact volume, staffing, service levels, and adherence and recommending adjustments.
  • •Track and analyze workforce metrics (forecast accuracy, staffing, service levels, schedule adherence, conformance, occupancy, shrinkage, and utilization) and conduct variance/root-cause analyses.
  • •5+ years of progressive workforce-management experience in a contact center/customer service environment, with hands-on forecasting, capacity planning, scheduling, and real-time workforce management; Calabrio experience required.
Experience:5+ yearsContact centerCustomer serviceCustomer support
Education:Bachelor's in Business, Operations, Analytics, Mathematics, Statistics or a related field
Skills:Analytical thinkingRoot-cause analysisWritten communicationVerbal communicationCross-functional collaboration
Tech Stack:Calabrio Workforce ManagementCalabrioExcelPower BITableauSQLWebex Contact Center

Company Brief

Sonova
Designs, manufactures, and distributes hearing care solutions including hearing aids, cochlear implant accessories, and wireless communication devices, serving audiologists and consumers worldwide through clinics, retail networks, and distribution partners.
Industry: Medical Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Stäfa, Switzerland
Founded: 1947
Website