This is a critical role for Mews as we continue to scale our global Customer Experience (CX) function. As Workforce Planning Manager, you will lead the strategy and execution of workforce forecasting, scheduling, and real-time management across all customer support channels. You'll play a vital role in ensuring the right people are in the right place at the right time - so we can deliver fast, efficient, and delightful service at scale.✅ Your mission, should you choose to accept it:Design and manage analyst shift schedules and time-off planning to ensure 24/7 coverage while balancing employee well-beingBuild and maintain short- and long-term forecasts for contact volume and staffing needs across phone, chat, and emailMonitor real-time service levels and adjust workforce allocation to manage volume spikes, system issues, or absencesCollaborate with CX leadership, Talent Acquisition, and Finance to align headcount plans with business goals and budgetDrive continuous improvement of scheduling, forecasting, and capacity planning processes through data and insightsReport on key workforce KPIs and deliver actionable recommendations for improving service levels, productivity, and operational efficiency🤝️ You'll be a great fit if you bring a few of the below with you:3+ years of experience in workforce management within a global CX or contact center environmentExpertise in WFM platforms such as Verint, NICE, Genesys, or similar (bonus points for experience with vendor selection and implementation)Strong analytical skills and a deep understanding of forecasting models, capacity planning, and service level metricsHands-on experience managing omnichannel teams (voice, chat, email)Advanced Excel skills and familiarity with tools like Power BI and SalesforceExcellent communication and collaboration skills to align cross-functional stakeholders and influence at all levels
