Workforce Planning Manager

Job Description

Jobber is seeking a Workforce Planning Manager to own the strategy that keeps customer teams running at peak performance. This role involves forecasting demand, optimizing staffing, and driving insights behind customer experience. The Customer Success Operations team is a key driver of operational excellence within Jobber's Customer Success organization.The Role Involves:

• Forecasting inbound volume across all customer contact channels.
• Developing and maintaining capacity models.
• Building efficient agent schedules and shift plans.
• Developing and owning dashboards and reports that track key WFM metrics.
• Contributing to strategic initiatives.

Requirements:

• Experience in workforce planning, capacity modeling, or support operations.
• Proficiency with WFM tools and Excel/Google Sheets.
• Strong analytical skills.
• Deep understanding of contact center operations and staffing metrics.
• Excellent communication skills.
• Experience in SaaS or fast-paced customer-facing environments is a strong asset.
• Familiarity with Salesforce, Zendesk, or similar platforms is a plus.

Jobber Offers:

• A total compensation package that includes an extended health benefits package.
• Retirement savings plan matching, and stock options.
• A dedicated Talent Development team and access to coaching, learning, and leadership programs.
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family.