Sr Manager Workforce Management
Sr Manager Workforce Management
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1 Vacancy
Job Description
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseyas bestinbreed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained strong doubledigit growth over the past several years and is backed by Insight Venture Partners www.insightpartners a leading global private equity firm investing in highgrowth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000 Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our awardwinning solutions go to www.Kaseya and for more information on Kaseyas culture please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD being GRITTY being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers and the betterment of their careers and longterm financial wealth.
The Workforce Management (WFM) Senior Manager will play a critical role in optimizing and overseeing workforce planning for our global technical support team supporting 40 products. This position will be responsible for leading a team of Workforce Management Analysts ensuring effective utilization of resources and maintaining the continuous flow of operational processes. The Senior Manager will drive operational efficiency through strategic headcount and capacity planning accurate forecasting reporting & analytics and intraday communications. The role requires deep expertise in WFM tools processes and metrics within a fastpaced global technical support environment.
Key Responsibilities:
Workforce Management Leadership:
- Develop and implement workforce planning strategies that align with business needs and ensure the efficient use of resources across multiple time zones and regions.
- Oversee the daily operation of WFM processes ensuring alignment with business KPIs and service level goals.
Headcount and Capacity Planning:
- Drive headcount planning and forecasting for our global technical support operation ensuring staffing levels meet customer demand while maintaining cost efficiency.
- Analyze historical data trends and business forecasts to anticipate resource needs and adjust schedules accordingly.
- Collaborate with senior support leadership to align staffing levels with business objectives product releases and seasonal peaks.
Solution Maintenance & Optimization:
- Oversee the Workforce Management solutions ongoing maintenance monitoring and optimization ensuring system configurations and processes meet business requirements.
- Partner with IT and operations teams to implement system enhancements and automate processes to improve forecasting scheduling and reporting accuracy.
Reporting & Analytics:
- Lead the creation and delivery of regular and ad hoc WFM reports dashboards and performance metrics to senior leadership providing actionable insights on team performance resource utilization and service levels.
- Provide datadriven recommendations for continuous improvement in efficiency cost management and customer satisfaction.
IntraDay Operations & Communication:
- Manage intraday communications to ensure realtime visibility of operational performance and address staffing gaps or scheduling issues as they arise.
- Proactively identify trends and adjust resource allocation to meet demand fluctuations ensuring optimal service levels across all technical support teams.
Process Improvement & Best Practices:
- Continuously evaluate WFM processes tools and performance to identify opportunities for improvement.
- Lead crossfunctional collaboration to drive standardization of WFM practices across global teams ensuring consistency and scalability.
Collaboration & Stakeholder Management:
- Participate in regular meetings with key stakeholders to ensure smooth coordination across teams and resolve operational challenges.
- Act as a liaison between technical support leadership and WFM analysts providing guidance troubleshooting support and process enhancements.
Qualifications:
- Bachelors degree Experience in Operations Management or experience in a related field
- 5 years of experience in Workforce Management with at least 3 years in a
leadership role preferably within a global technical support or call center environment.
- Strong experience in managing WFM tools (e.g. NICE Verint etc. and proficiency with data analysis reporting and forecasting methodologies.
- Excellent problemsolving abilities and the capacity to make datadriven decisions under pressure.
- Indepth understanding of capacity planning scheduling and performance metrics (e.g. service levels utilization shrinkage adherence).
- Familiarity with technical support environments and the unique demands of supporting various products.
Preferred Skills:
- Experience with cloudbased WFM solutions.
- Knowledge of advanced Excel Power BI or other data visualization tools.
- Experience with customer support platforms (e.g. Zendesk Salesforce Service Cloud etc..
Working Conditions:
- This is a fulltime in office position.
- Some travel may be required for crossfunctional collaboration or training purposes.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race religion age ancestry gender sex sexual orientation national origin citizenship status physical or mental disability veteran status marital status or any other characteristic protected by applicable law.
Required Experience:
Manager
Employment Type
Full Time
