Sr Manager, Workforce Management

🚀 Sr Manager, Workforce Management - Kaseya
📍 Vancouver, British Columbia, Canada

Join Kaseya, the leading provider of IT infrastructure and security management solutions! We’re on the lookout for a dynamic Senior Manager of Workforce Management to optimize and oversee workforce planning for our global technical support team, ensuring the seamless operation across 40+ products.

As the WFM Senior Manager, you will lead a dedicated team of Workforce Management Analysts, driving operational efficiency through strategic planning, accurate forecasting, and effective resource utilization. You will play a critical role in enhancing our operational processes within a fast-paced, global technical support environment.

🌟 Key Responsibilities:

• Workforce Management Leadership: Develop and implement strategies to align workforce planning with business needs across various regions.
• Headcount and Capacity Planning: Drive forecasting and headcount planning to meet customer demands while optimizing costs.
• Solution Maintenance & Optimization: Oversee WFM solutions ensuring they are maintained, monitored, and optimized for efficiency.
• Reporting & Analytics: Deliver insightful reports and metrics to senior leadership for performance evaluation and decision-making.
• Intra-Day Operations & Communication: Manage daily operations and real-time communication for operational visibility.
• Process Improvement & Best Practices: Evaluate and enhance WFM processes to promote efficiency and standardization.
• Collaboration & Stakeholder Management: Facilitate regular meetings with stakeholders for smooth coordination and operational challenge resolutions.

🔍 Qualifications:

• Bachelor’s degree and experience in Operations Management or a related field.
• 5+ years in Workforce Management, including at least 3 years in a leadership role within a global technical support environment.
• Proficiency in WFM tools (e.g., NICE, Verint) and strong analytical skills.
• Excellent problem-solving abilities and data-driven decision-making capabilities.
• Familiarity with technical support environments and relevant performance metrics.

✨ Preferred Skills:

• Experience with cloud-based WFM solutions and advanced data visualization tools (e.g., Power BI).
• Knowledge of customer support platforms (e.g., Zendesk, Salesforce Service Cloud).

🛠️ Working Conditions:

• Full-time, in-office position (Vancouver).
• Some travel may be required for collaboration and training.

💰 Salary Range: CAD 150,000 - 170,000 annually

Join the Kaseya growth rocket ship and be part of our mission in #ChangingLives!
🌍 Apply now and help us take our global technical support to new heights!

Kaseya is proud to be an equal opportunity employer. All applicants and employees will be treated without regard to race, religion, age, gender, sexual orientation, national origin, disability, or any other characteristic protected by applicable law.