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

About brighthush

brighthush is a global leader in hearing care solutions, dedicated to improving lives through innovative technology and exceptional customer service. With a presence in over 50 countries, we empower people to hear better, live fuller, and connect more deeply. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value to our customers. As we continue to grow, we’re looking for a visionary Workforce Manager who can 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.

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.
• 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.
• Rolling Workforce Planning: Maintain a dynamic workforce plan that identifies anticipated staffing gaps, excess capacity, and future hiring needs. Provide actionable insights to leadership.
• Real‑Time Management: Lead intraday workforce management by monitoring contact volume, staffing, service levels, and schedule adherence. Recommend adjustments when performance deviates from established thresholds.
• Performance Analytics: Track and analyze key metrics—forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage, and utilization. Use data to drive continuous improvement.
• Dashboard & Reporting: Develop interactive dashboards and recurring reports that give Customer Success leaders clear, actionable insights into workforce performance.
• Root‑Cause Analysis: Conduct variance and root‑cause analyses. Recommend actions to improve staffing efficiency, customer accessibility, and workforce utilization.
• Subject‑Matter Expertise: Serve as the functional owner and subject‑matter expert for Calabrio Workforce Management. Own forecasting, scheduling, adherence, reporting, configuration, and ongoing optimization.
• Cross‑Functional Collaboration: Partner with Customer Success leadership, Finance, HR, Training, Quality, IT, Sales, Marketing, and Operations to incorporate business events, product launches, staffing plans, and other demand drivers into workforce planning.
• Data Quality & Integrity: Monitor workforce data quality. Work with IT and partners to resolve discrepancies across Calabrio, contact‑center systems, HR, and time‑keeping platforms.
• Strategic Recommendations: Provide data‑driven recommendations to leadership regarding staffing, hiring, scheduling, operating hours, productivity, and resource allocation.
• Process & Documentation: Establish and maintain workforce‑management processes, documentation, operating standards, and reporting cadences.

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.

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.

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.

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.