Manager, CX Workforce Capacity

📋 Description

• • Dandy Technology, Inc. is seeking a highly analytical and systems-oriented Manager, CX Workforce Capacity to join our rapidly expanding, venture-backed company. This pivotal role is central to ensuring our Customer Experience (CX) team delivers exceptional support across both clinical and non-clinical functions as we scale globally. You will be instrumental in designing, implementing, and overseeing a comprehensive workforce management (WFM) strategy that directly supports Dandy’s ambitious business objectives and commitment to world-class customer service.
• • As the Manager, CX Workforce Capacity, you will be responsible for the strategic forecasting and planning of our support operations. This involves a deep dive into historical volume trends across all customer contact channels. Your analysis will form the basis for generating accurate short-term and long-term demand forecasts. These forecasts must be dynamic, capable of adapting to evolving factors such as changing channel preferences, seasonal fluctuations, the complexities of geographic expansion into new markets, and the impact of various business initiatives. The ultimate goal is to translate these intricate forecasts into actionable staffing models that are meticulously aligned with our critical Service Level Agreements (SLAs), ambitious productivity targets, and budgetary constraints.
• • A significant aspect of this role involves leadership and team management. You will directly guide the daily tasks, professional development, and overall performance of a Workforce Associate. Beyond direct reports, you will foster strong collaborative relationships with frontline operations leaders and CX leadership. This partnership will be crucial for reviewing performance metrics, ensuring strategic alignment across teams, and proactively planning for future operational changes and growth.
• • Performance analysis, reporting, and communication are core to this position. You will be tasked with designing and implementing sophisticated analytics and reporting solutions. These solutions will provide strategic insights that drive predictive and prescriptive workforce optimization, ensuring we are not just reacting to demand but anticipating it. You will regularly present comprehensive performance reports to senior leadership, articulating our workforce strategy with clarity and demonstrating its tangible impact on the business's success and customer satisfaction.
• • Process improvement and project management will be key to optimizing our WFM functions. You will lead cross-functional workforce initiatives, ensuring seamless alignment with key stakeholders across various departments. A critical part of your role will be identifying opportunities to enhance existing processes and leverage technology to boost agent quality and overall efficiency. This proactive approach to optimization will be vital as Dandy continues its rapid growth trajectory.
• • Strategic partnership is paramount. You will work closely with CX leadership to define and refine Dandy Support’s expansion strategy. This collaboration is essential to ensure that our support infrastructure scales effectively and efficiently to meet the growing demand as we enter new markets and serve an increasing customer base. Your insights will directly influence how we build and maintain a world-class support organization capable of handling global operations.
• • The ideal candidate will possess a strong understanding of SLA management, queue dynamics, and key contact center metrics. Experience with global operations, including workforce planning across different regions, languages, and cultural contexts, is highly valued. You should be comfortable with advanced Excel and modeling techniques, with a proven ability to build and maintain complex capacity and staffing models. Proficiency in SQL, Python, R, or BI tools like Looker for analyzing intricate workforce data is also a significant advantage. A demonstrated track record of designing and implementing novel WFM programs, showcasing an ability to create new methodologies and systems, is essential. You must possess the ability to identify trends, predict operational risks, and proactively drive solutions, coupled with an exceptional capacity to communicate, influence, and collaborate effectively with senior leadership across operations, finance, and vendor management teams. A keen attention to detail, a systems-thinking mindset, and comfort operating within a fast-paced growth environment are critical for success in this role.