Workforce Manager

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Directly manage the scheduling, forecasting, and reporting functions of Peak Support’s workforce management. Ensure that all service level agreements across all projects are met or exceeded while maintaining a positive work environment for all Peak Support team members.

• Develop, implement, and maintain effective workforce management strategies and processes that ensure optimal staffing levels and operational efficiency.
• Forecast workload and staffing needs and adjust staffing levels accordingly to meet client demand.
• Create and manage scheduling plans to ensure maximum utilization of resources, while maintaining high-quality service levels.
• Monitor, analyze and report on key performance metrics to identify areas for improvement and make recommendations for process improvements.
• Provide coaching and training to staff on best practices for scheduling and forecasting.
• Manage employee performance, attendance, and adherence to schedule requirements.
• Ensure compliance with company policies, procedures, and regulatory requirements.
• Build strong relationships with clients, internal stakeholders and vendors, to ensure effective communication and alignment on service delivery expectations.
• Identify opportunities for continuous improvement and operational efficiencies, leveraging data analysis and process optimization techniques. Department head or its representatives may assign additional duties and responsibilities not outlined in this document.

• Possess excellent communication and interpersonal skills, with the ability to collaborate with stakeholders across different levels and functions of Peak Support.
• Have strong analytical skills and attention to detail, with experience in forecasting, scheduling and reporting.
• Work alongside your Sr Director and Workforce manager, leads and associates to make sure that we are meeting all internal and external goals.
• Eradicate any inaccuracies and inefficiencies that is harmful to Peak Support and its clients.

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members. We do it by creating a positive, encouraging and performance‑driven culture that enables our team members to build rewarding, long‑term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.

While we recently opened our first in‑person office, many of our roles—including this one—remain fully remote. We have built a strong culture and set of processes to support the success of our remote team members. We also value in‑person connections and, when possible, organize opportunities for team members to meet and build relationships offline. We believe that building offline relationships is critical to successful online work.

Mid‑Senior level

Full‑time

Project Management and Information Technology

Outsourcing and Offshoring Consulting