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

Sonova
United States
Workplace: HybridFull timeUSD 97,584 - 121,980 annuallyFunction: Customer Success & Account ManagementEducation: bachelorsSkills: ["Analytical skills","Written communication","Verbal communication","Cross-functional leadership","Root-cause analysis"]

Lead workforce forecasting and workforce management for the Customer Success organization by owning contact-volume forecasts, translating them into staffing and capacity plans, and managing schedules in Calabrio Workforce Management. Monitor intraday performance against service levels and adherence, run variance and root-cause analyses, and build dashboards and recurring reports. Serve as the functional Calabrio subject-matter expert and partner across CS, Finance, HR, IT, and operations to incorporate demand drivers into planning.

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FursaFursa
Sonova
Sonova
1 hour ago

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

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Last checked: 1 hour agoStatus: Live

Job Summary

Lead workforce forecasting and workforce management for the Customer Success organization by owning contact-volume forecasts, translating them into staffing and capacity plans, and managing schedules in Calabrio Workforce Management. Monitor intraday performance against service levels and adherence, run variance and root-cause analyses, and build dashboards and recurring reports. Serve as the functional Calabrio subject-matter expert and partner across CS, Finance, HR, IT, and operations to incorporate demand drivers into planning.
Location: United States
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own short-, medium-, and long-range contact-volume forecasting and translate forecasts into staffing and capacity requirements.
  • •Develop and maintain employee schedules in Calabrio, balancing demand, service expectations, availability, PTO, training, coaching, meetings, and offline activities.
  • •Lead real-time and intraday workforce management by monitoring contact volume, staffing, service levels, and schedule adherence, recommending adjustments when performance falls outside thresholds.
  • •Track and analyze workforce performance (forecast accuracy, staffing, service levels, adherence, conformance, occupancy, shrinkage, and utilization) and perform variance/root-cause analyses with recommended actions.
  • •Serve as Calabrio Workforce Management functional owner/SME (forecasting, scheduling, adherence, reporting, configuration, and ongoing optimization) and partner with cross-functional teams to incorporate demand drivers into plans.
Travel: Low travel

Pay and Benefits

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

Key Requirements

  • •Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics or related field (or equivalent relevant experience).
  • •5+ years of progressive workforce-management experience in a contact center, customer service, or customer support environment.
  • •Hands-on experience with forecasting, capacity planning, scheduling, and real-time workforce management.
  • •Hands-on experience with Calabrio Workforce Management (advanced user/admin/configuration/implementation strongly preferred).
  • •Strong knowledge of contact-center workforce metrics (forecast accuracy, service levels, ASA, abandonment, AHT, adherence, occupancy, shrinkage, utilization).
Experience:Contact centerCustomer supportCustomer service
Education:Bachelor's
Skills:Analytical skillsWritten communicationVerbal communicationCross-functional leadershipRoot-cause analysis
Tech Stack:Calabrio Workforce ManagementCalabrioPower BITableauSQLExcelWebex Contact CenterCCaaSContact-center systemsHRTimekeeping platforms

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