About the role

The Customer Support Workforce Planning Specialist plays a key role in driving real-time support excellence by ensuring accurate scheduling, optimal staffing, and proactive response to workload fluctuations. This role bridges daily operations between in-house and BPO teams, enabling efficient delivery of service levels while minimizing wait times and backlog buildup.

Main tasks and responsibilities

• Scheduling and Forecast Execution. Ensure 95%+ accuracy in agent schedules and break planning across shifts and regions
• Real-time response and backlog support. Proactively track live queues and raise resourcing gaps or operational risks to ops manager
• Shift and Performance Coordination. Ensure smooth shift handovers and uninterrupted support during time zone transitions
• Data Visibility and Operational Reporting. Assist in daily/weekly reporting on capacity, staffing efficiency, and SLA delivery

Why you’ll love it here

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as we succeeds, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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