Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 42 hours ago

Workforce Senior Manager

Support Services Group35 open roles

Where
Santiago, Dominican Republic
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowWorkforce Senior ManagerSupport Services Group · Santiago, Dominican Republic

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Support Services Group's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

10.5% of postings close within 7 days. Measured by our own scanner across the market. Support Services Group postings stay open a median of 7 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.3%3 days
  3. 10.5%7 days
  4. 15.9%14 days
  5. 34.1%30 days
This job: posted 42 hours ago

Support Services Group median: 7 days open

The posting

Job Overview

We are seeking an experienced Senior Workforce Manager to lead Workforce Management for a dedicated technology care provider client.

This is an exciting opportunity for a hands-on WFM leader to build and establish core workforce management processes from the ground up, including forecasting, capacity planning, scheduling, real-time management, and reporting. Working closely with the client's operational and business leadership teams, you will help create the workforce management foundation that supports operational performance, customer experience, and future growth.

The ideal candidate brings end-to-end Workforce Management expertise and has experience developing forecasting methodologies, staffing models, scheduling standards, performance reporting, and workforce processes. This role requires someone who enjoys building structure, solving operational challenges, and implementing workforce management best practices in a fast-paced environment.

As the workforce program matures, this leader will also identify future staffing needs and help build the supporting WFM team structure required to sustain growth.

Experience with Calabrio Workforce Management is highly preferred.

Key Responsibilities

Workforce Management Leadership

  • Lead the development and management of the Workforce Management function
  • Partner with client operational and business leaders to align workforce plans with business objectives.
  • Build and document workforce management processes, standards, and operating procedures.

Forecasting & Capacity Planning

  • Develop forecasting methodologies and staffing models to support operational requirements.
  • Create short- and long-term capacity plans based on business demand, growth projections, and performance targets.
  • Monitor forecast accuracy and continuously improve planning assumptions and methodologies.

Scheduling & Real-Time Management

  • Establish scheduling standards and workforce planning processes.
  • Ensure staffing plans and schedules support service level, productivity, and customer experience goals.
  • Oversee real-time performance and make staffing recommendations based on changing business conditions.
  • Develop intraday management and escalation processes to support operational performance.

Reporting & Analytics

  • Define and monitor workforce KPIs, including shrinkage, occupancy, adherence, service levels, productivity, and forecast accuracy.
  • Design workforce reporting, dashboards, and executive performance summaries.
  • Analyze trends and provide recommendations to improve workforce efficiency and operational performance.

Workforce Tools & Optimization

  • Support the implementation, administration, and optimization of workforce management tools and processes.
  • Leverage workforce technology, including Calabrio, to improve planning and operational execution.

Team Development

  • Identify future Workforce Management staffing requirements as processes expand.
  • Recommend organizational structures and resource needs for forecasting, scheduling, real-time, and reporting functions.
  • Lead, coach, and develop workforce professionals as the team grows.

Minimum Requirements

  • 8+ years of Workforce Management experience in a contact center, customer support, or BPO environment.
  • 5+ years of leadership experience managing workforce planning functions or teams.
  • Demonstrated end-to-end Workforce Management experience, including forecasting, capacity planning, scheduling, real-time management, and reporting.
  • Experience developing forecasting methodologies, staffing models, KPI frameworks, and workforce processes.
  • Strong analytical, problem-solving, and decision-making skills.
  • Advanced Excel skills and experience working with workforce management technologies.
  • Excellent communication and stakeholder management skills.

Preferred Qualifications

  • Experience building or establishing Workforce Management processes in a new or growing environment.
  • Hands-on experience with Calabrio Workforce Management.
  • Experience supporting technology, technical support, SaaS, or customer care operations.
  • Experience creating executive dashboards and operational reporting.
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Support Services Group's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Support Services Group's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Support Services Group's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.