other
Posted Apr 21Workforce Manager
at Apollo.io
Mexico City, MexicoOn-site
Responsibilities
- Develop and implement long-term workforce strategies to support business objectives and expected volume growth.
- Lead forecasting and capacity planning efforts, ensuring accurate staffing models across multiple channels (phone, chat, email, etc.)
- Build and refine staffing models that balance service levels, labor costs, and agent utilization.
- Manage headcount planning and hiring recommendations, working closely with Recruiting to ensure staffing needs are met on time. Real-Time & Scheduling Operations
- Oversee real-time monitoring and intraday adjustments to ensure SLAs are met.
- Manage a team of Real-Time Analysts and Scheduling Analysts, coaching them to enhance workforce efficiency.
- Ensure adherence tracking and schedule compliance, minimizing shrinkage and idle time.
- Drive continuous improvement initiatives to optimize agent occupancy, reduce handle time, and improve overall efficiency. Reporting & Data Analysis
- Monitor and report on key WFM metrics, including forecast accuracy, occupancy, adherence, and SLA performance.
- Develop and maintain dashboards and reports to track agent performance and staffing trends. Collaboration & Stakeholder Management
- Collaborate with Technology & Ops teams to optimize workforce management tools and automation.
- Drive engagement with front-line managers to ensure effective communication of schedules, adherence expectations, and workforce updates. We are AI Native
Requirements
- Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises.
- Apollo.io is an AI-native company built on a culture of continuous improvement.
- If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.
Benefits
- Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion.
Additional details
- Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform.
- By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.
- This role will oversee real-time management, forecasting, scheduling, and capacity planning to ensure the right staffing levels are maintained across all customer support channels.
- The Workforce Manager will play a critical role in aligning staffing strategies with business goals, ensuring that service level agreements (SLAs) are met while optimizing costs and agent productivity.
- This individual will lead a team of Real-Time Analysts (RTA) and Scheduling Analysts, collaborating closely with Customer Support Leadership, HR, and Finance to develop best-in-class workforce management practices.
- The ideal candidate is data-driven, proactive, and experienced in WFM methodologies.
- They should be able to analyze trends, recommend adjustments, and drive process improvements that enhance efficiency and customer experience.
- Provide regular workforce analytics and recommendations to leadership for operational improvements.
- Partner with Customer Support Leadership to align workforce management with business priorities.
- Work closely with Finance & HR to manage labor costs, headcount planning, and budgeting.