Workforce Manager â Support
Workforce Manager â Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
RDQ426R86
At Databricks we are passionate about enabling Data and AI teams to solve the worlds toughest problems from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the worlds best Data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers and customer obsessed we leap at every opportunity to solve technical challenges from designing nextgen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And were only getting started.
Were seeking an experienced Workforce Manager (WFM) to own capacity planning realtime management and performance analytics for our 247 global Support organization. Youll shape staffing strategy for hundreds of Technical Support Engineers (TSEs) who resolve complex cloud dataplatform and enterprise SaaS issues. Your mission: deliver the right staffing with the right skills at the right timeconsistently hitting SLA and CSAT targets while optimizing cost.
- Forecasting & Capacity Planning: Develop short mid and longterm workload forecasts by analyzing historical ticket volumes upcoming product releases seasonality marketing initiatives and other demand drivers. Convert demand forecasts into detailed staffing plans segmented by region shift and time zone. Collaborate closely with Data Science and Finance to align forecasts with headcount budgets.
- Scheduling & Capacity Optimization:Lead quarterly and monthly shift scheduling including weekend rotations oncall assignments and holiday coverage. Ensure optimal staffing to meet demand while balancing employee preferences and business needs.
- Analytics & Continuous Improvement: Design and maintain Workforce Management (WFM) dashboards to monitor key performance metrics such as forecast accuracy agent utilization occupancy schedule adherence shrinkage and costpercase. Conduct root cause analyses for SLA breaches and implement crossfunctional corrective actions with Support Engineering and Product teams. Benchmark internal performance against industry standards to drive continuous improvement.
What we look for:
- 5 years in Workforce Management for a technical or omnichannel support environment (B2B SaaS preferred)
- Proven expertise with CRM/ticketing systems (Salesforce Service Cloud Zendesk JIRA)
- Comfortable presenting to executives; able to distill data into actionable recommendations
- Peoplefirst mindset with experience leading analysts or schedulers
- Advanced Excel/Google Sheets; SQL or Python for data manipulation; BI tools (Looker Tableau PowerBI)
- Bachelors degree in a related field (EE Computer Science Computer Engineering Software Engineering)
Required Experience:
Manager
Employment Type
Full Time
