pointc
Workforce Manager
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At a Glance
- Location
- United States
- Work Regime
- remote
- Experience
- 2+ years
- Posted
- 2026-07-29T10:06:14-04:00
Key Requirements
Required Skills
CRMExcelPower BISQL
Domain Knowledge
- Education
- Healthcare
- Insurance
- Medical
Requirements
Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.)
Advanced Excel skills (pivot tables, formulas, trend analysis)
Attention to detail and data accuracy
Experience supporting multi-site or multi-channel environments preferred
SQL, Power BI, or Zendesk “CRM” experience preferred
Knowledge of forecasting models preferred
Responsibilities
Analyze historical data to forecast call volume/workload trends
Develop short-term and long-term staffing models
Monitor real-time adherence and staffing levels
Manage shift bids, PTO planning, and staffing coverage
Ensure staffing aligns with service-level goals
Maintain Workforce Management platforms (e.g., Zendesk, ADP)