Senior Workforce Manager – Customer Success & Operations – Remote (Aurora, IL) – Champion of Data‑Driven Forecasting, Scheduling, Performance Analytics & Strategic Workforce Optimization

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we’re redefining the future of hearing care. With a presence in more than 50 countries, we blend cutting‑edge technology, rigorous science, and a customer‑centric philosophy to deliver solutions that help people hear better, live fuller, and connect more deeply. Our mission is simple: empower every individual to experience the world through sound. To achieve this, we rely on a culture of curiosity, collaboration, and relentless pursuit of measurable value. As we expand our global footprint, we’re looking for a visionary Workforce Manager who will transform our Customer Success operations into a data‑driven, high‑performance engine.

Why This Role Matters

Customer Success is the heartbeat of brighthush. Every interaction with a customer shapes brand perception, drives loyalty, and fuels revenue growth. As the Workforce Manager for Customer Success, you will be the strategic partner that ensures the right people are in the right place at the right time, enabling our teams to deliver world‑class support and care. Your expertise in workforce planning, real‑time management, and analytics will directly influence our ability to meet service level agreements, reduce shrinkage, and maximize agent utilization. In short, you will be the catalyst that turns operational data into actionable insight, turning a reactive support function into a proactive, predictive engine of customer delight.

Key Responsibilities

Forecasting & Capacity Planning

• Own short‑, medium‑ and long‑range contact‑volume forecasting. Translate forecasts into precise staffing and capacity requirements that align with business goals.
• Leverage advanced statistical models, trend analysis, and scenario planning. Anticipate demand spikes and seasonal variations to keep service levels on target.
• Collaborate with Finance and Sales. Integrate business forecasts and product launches into workforce plans.

Scheduling Excellence

• Design, build, and maintain employee schedules in Calabrio Workforce Management. Balance forecasted demand, service expectations, agent availability, PTO, training, coaching, meetings, and other offline activities.
• Continuously refine scheduling algorithms. Improve coverage accuracy and reduce over‑ or under‑staffing.
• Champion best‑practice scheduling. Share insights and tools with the broader workforce management community.

Rolling Workforce Planning

• Maintain a dynamic workforce plan. Identify anticipated staffing gaps, excess capacity, and future hiring needs.
• Provide actionable insights to leadership. Collaborate with HR to align talent acquisition with forecasted demand.
• Track workforce metrics. Monitor forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage, and utilization.

Real‑Time Management

• Lead intraday workforce management. Monitor contact volume, staffing, service levels, and schedule adherence.
• Recommend adjustments. Ensure SLA compliance and optimal customer experience.
• Escalate issues. Work with cross‑functional teams to resolve performance deviations.

Performance Analytics & Reporting

• Track and analyze key metrics. Use data to drive continuous improvement and identify opportunities for process optimization.
• Develop interactive dashboards. Provide Customer Success leaders with clear, actionable insights.
• Automate reporting pipelines. Ensure data integrity across systems.

Root‑Cause Analysis & Process Improvement

• Conduct variance and root‑cause analyses. Recommend actions to improve staffing efficiency, customer accessibility, and workforce utilization.
• Translate findings into process changes. Create best‑practice guidelines and training materials.
• Champion data governance. Monitor workforce data quality and resolve discrepancies across Calabrio, contact‑center systems, HR, and time‑keeping platforms.

Subject‑Matter Expertise & Collaboration

• Serve as the functional owner of Calabrio Workforce Management. Own forecasting, scheduling, adherence, reporting, configuration, and ongoing optimization.
• Stay current with product releases and industry trends. Share knowledge with the organization.
• Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing, and Operations. Incorporate business events, product launches, staffing plans, and other demand drivers into workforce planning.

Essential Qualifications

• Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, or a related field (or equivalent experience).
• Five or more years of progressive workforce‑management experience within a contact center, customer service, or customer support environment.
• Hands‑on experience with forecasting, capacity planning, scheduling, and real‑time workforce management.
• Advanced user, administrator, configuration, or implementation experience with Calabrio Workforce Management.
• Deep knowledge of contact‑center workforce metrics: forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage, and utilization.
• Strong analytical skills with the ability to interpret workforce data, identify trends, root causes, and translate findings into actionable business recommendations.
• Excellent written and verbal communication skills; able to convey complex workforce information clearly to operational managers and senior leaders.
• Proven ability to lead cross‑functional initiatives and resolve escalated issues without direct authority.
• Advanced Excel skills; experience with Power BI, Tableau, SQL, or similar reporting and analytics tools is a plus.
• Experience with Webex Contact Center or another enterprise CCaaS platform is preferred.
• Ability to travel less than 10%.
• Reliable high‑speed internet connection (minimum 300 Mb/s download, 10 Mb/s upload) to support remote/hybrid functionality.

Preferred Qualifications

• Experience leading workforce‑management initiatives in a global, multi‑region environment.
• Knowledge of advanced forecasting techniques such as time‑series analysis, machine learning models, or predictive analytics.
• Familiarity with workforce‑management best practices and industry standards (e.g., ITU, CCAI).
• Experience with change management and process improvement methodologies (Lean, Six Sigma).
• Strong project management skills with a track record of delivering complex initiatives on time and within budget.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Operational Excellence
• Stakeholder Management & Influence
• Problem Solving & Root‑Cause Analysis
• Communication & Presentation
• Adaptability & Agility in a Fast‑Paced Environment
• Team Collaboration & Mentoring

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As a Workforce Manager, you’ll:

• Lead cross‑functional projects that shape the future of customer experience.
• Gain exposure to senior leadership and influence strategic decisions.
• Access continuous learning programs, including certifications in workforce management, data analytics, and leadership development.
• Participate in global mobility programs and cross‑regional knowledge sharing.
• Benefit from a tuition reimbursement program for relevant courses and certifications.
• Earn recognition through our internal awards program for innovation and impact.
• Develop a robust professional network across multiple business units and geographies.

Work Environment & Culture at brighthush

brighthush champions a culture of inclusion, innovation, and work‑life balance. Our hybrid work model empowers you to blend remote flexibility with collaborative in‑office sessions. You’ll find:

• Transparent communication channels across all levels.
• Employee resource groups that celebrate diversity and foster belonging.
• A D&I council that drives initiatives and metrics.
• Regular town‑hall meetings and Q&A sessions with executive leadership.
• A supportive environment that encourages experimentation and learning from failure.
• Access to wellness programs, mental‑health resources, and flexible scheduling.
• Annual innovation challenges that reward creative solutions to real‑world problems.

Compensation & Benefits

While the base salary for this role ranges from $97,584 to $121,980 annually, brighthush offers a comprehensive benefits package designed to support your health, well‑being, and financial security:

• Medical, dental, and vision coverage.
• Health Savings Account (HSA), Health Reimbursement Arrangement (HRA), and Flexible Spending Accounts.
• TeleHealth options for convenient care.
• 401(k) plan with company match.
• Company‑paid life and AD&D insurance.
• Supplemental life and AD&D coverage options.
• Short‑ and long‑term disability coverage.
• Accident and hospital indemnity coverage.
• Legal and identity‑theft assistance.
• Paid time off, sick leave, vacation, floating diversity days, and paid holidays.
• Paid parental bonding leave.
• Employee Assistance Program with 24/7 mental‑health support and counseling.
• Internal career‑growth opportunities and tuition reimbursement.
• Hearing‑aid discount for employees and families.
• Internal social‑recognition platform.
• Annual performance‑based bonus potential.
• Comprehensive relocation assistance for qualified candidates.

How to Apply

Ready to join a team that values data, innovation, and customer impact? Submit your application through our online portal. We only consider direct applications—no third‑party agencies, no unsolicited emails, and no phone calls. If you receive a message claiming to represent brighthush but asks for payment or personal financial details, please report it immediately.

For any questions or to verify the authenticity of this posting, contact [email protected].

brighthush – Where Talent Meets Opportunity

We believe that the best solutions come from diverse perspectives and collaborative effort. At brighthush, you’ll be part of a global community that celebrates innovation, drives customer success, and creates lasting impact. If you’re ready to bring your expertise in workforce management to a forward‑thinking organization, we encourage you to apply today.