Workforce Manager

Job Description

Apollo.io is seeking a Workforce Manager to optimize the support team's operational efficiency. This role involves overseeing real-time management, forecasting, scheduling, and capacity planning to maintain optimal staffing levels across all customer support channels. The Workforce Manager will align staffing strategies with business goals, ensuring SLAs are met while optimizing costs and agent productivity. This individual will lead Real-Time and Scheduling Analysts, collaborating with Customer Support Leadership, HR, and Finance to develop workforce management practices.Apollo.io is an AI-native company built on a culture of continuous improvement. They are on the front lines of driving productivity for their customers—and they expect the same mindset from their team.Responsibilities:

• Develop and implement long-term workforce strategies.
• Lead forecasting and capacity planning efforts.
• Build and refine staffing models.
• Manage headcount planning and hiring recommendations.
• Oversee real-time monitoring and intraday adjustments.
• Ensure adherence tracking and schedule compliance.
• Drive continuous improvement initiatives.
• Monitor and report on key WFM metrics.
• Partner with Customer Support Leadership.
• Work closely with Finance & HR.
• Collaborate with Technology & Ops teams.
• Drive engagement with front-line managers.

Requirements:

• Experienced in WFM methodologies.
• Data-driven and proactive.
• Ability to analyze trends and recommend adjustments.
• Ability to drive process improvements.

Apollo.io offers:

• A collaborative environment.
• Resources, support, and autonomy to own your role and make a real impact.
• Encouragement of bold ideas and courageous action.