Workforce Management Program Manager

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