Senior Workforce Manager – Customer Success & Workforce Forecasting, Capacity Planning, Scheduling, Real‑Time Management – Remote (Aurora, IL) – Strategic Data‑Driven Leadership at brighthush

About brighthush

brighthush is a global pioneer in hearing solutions, dedicated to restoring the joy of sound for millions around the world. With a portfolio that spans hearing aids, cochlear implants, and cutting‑edge digital hearing technology, we empower people to connect, communicate, and thrive. Our mission is to deliver life‑changing products and services that improve the quality of life for our customers, while fostering a culture of innovation, collaboration, and continuous learning.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven company that is redefining the future of hearing technology. We combine cutting‑edge science with a customer‑first mindset, creating products that change lives. When you join us, you’ll:

• Make a tangible impact: Your work will directly influence how many customers receive timely support, how quickly issues are resolved, and ultimately how many people regain their confidence in hearing.
• Collaborate across disciplines: From engineering to marketing, you’ll partner with leaders who are passionate about innovation and customer delight.
• Grow your expertise: We invest heavily in learning, offering tuition reimbursement, internal workshops, and access to industry conferences.
• Enjoy a flexible work model: Our hybrid approach blends remote flexibility with collaborative in‑office experiences, giving you the freedom to work where you perform best.

Your Impact

As the primary workforce‑management steward for brighthush’s Customer Success division, you will be the catalyst that keeps our teams operating at peak efficiency. Your analytical insights will shape staffing decisions, your real‑time adjustments will keep service levels on target, and your strategic recommendations will influence long‑term operational strategy.

Key Responsibilities

• Forecast & Plan: Own short‑, medium‑ and long‑range contact‑volume forecasting, translating data into precise staffing and capacity requirements.
• Schedule & Optimize: Build and maintain employee schedules in Calabrio Workforce Management, balancing forecasted demand, service expectations, employee availability, PTO, training, coaching, meetings, and other offline activities.
• Rolling Workforce Planning: Maintain a dynamic workforce plan, identifying anticipated staffing gaps, excess capacity, and future hiring needs.
• Real‑Time Management: Lead intraday workforce management by monitoring contact volume, staffing, service levels, and schedule adherence, recommending adjustments when performance deviates from thresholds.
• Analytics & Reporting: Track and analyze forecast accuracy, staffing, service level, schedule adherence, conformance, occupancy, shrinkage, and workforce utilization.
• Dashboard Development: Create workforce dashboards and recurring reports that provide Customer Success leaders with actionable insights.
• Root‑Cause Analysis: Conduct variance and root‑cause analyses, recommending 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, overseeing 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 Assurance: Monitor workforce data quality and collaborate with IT and other 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 Governance: 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 (equivalent experience considered).
• 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.
• Proficiency in Calabrio Workforce Management (advanced user, administrator, configuration, or implementation experience preferred).
• 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, capable of conveying complex workforce information clearly to operational managers and senior leaders.
• Demonstrated 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% of the time.
• Reliable high‑speed internet connection (minimum 300 Mb/s download, 10 Mb/s upload) to support remote/hybrid functionality.

Preferred Qualifications

• Experience in a global, high‑growth technology company.
• Knowledge of hearing‑care or medical device industry workforce dynamics.
• Certifications in workforce management or operations (e.g., Certified Workforce Management Professional).
• Experience leading change‑management initiatives in a distributed workforce.

Skills & Competencies

• Strategic Thinking: Ability to align workforce planning with long‑term business goals.
• Data‑Driven Decision Making: Proficiency in turning metrics into actionable insights.
• Stakeholder Management: Skilled at influencing cross‑functional teams and senior leadership.
• Process Improvement: Track record of designing, implementing, and refining workforce processes.
• Technology Savvy: Comfortable with workforce management platforms, analytics tools, and integration with HR systems.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Workforce Manager, you will:

• Lead high‑impact projects that shape the future of our Customer Success operations.
• Collaborate with senior leaders across the organization, gaining exposure to strategy, finance, and product development.
• Access continuous learning resources, including internal workshops, industry conferences, and tuition reimbursement for relevant courses.
• Progress into senior workforce‑management roles, such as Director of Workforce Planning or Head of Customer Success Operations.
• Benefit from a culture that rewards innovation, initiative, and results.

Work Environment & Company Culture

brighthush champions a hybrid work model that blends remote flexibility with collaborative in‑office experiences. Our culture is built on:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Collaboration: Cross‑functional teams that break down silos and drive collective success.
• Innovation: A mindset that encourages experimentation and continuous improvement.
• Well‑Being: Programs that support physical, mental, and financial health.
• Recognition: An internal social‑recognition platform that celebrates achievements and milestones.

Compensation & Benefits

Competitive salary range: $97,584 – $121,980 per year, commensurate with experience and qualifications.

Benefits include:

• Medical, dental, and vision coverage*
• Health Savings Account (HSA), Health Reimbursement Arrangement (HRA), and Flexible Spending Accounts (FSA)
• TeleHealth options for convenient care
• 401(k) plan with company match*
• Company‑paid life and AD&D insurance
• Additional supplemental life and AD&D coverage available
• Company‑paid short‑ and long‑term disability coverage
• STD and LTD buy‑ups available
• Accident and hospital indemnity coverage
• Legal and identity‑theft assistance
• Paid time off (PTO), sick leave, vacation, floating diversity days, and paid holidays*
• Paid parental bonding leave
• Employee Assistance Program with 24/7 mental‑health support hotline and company‑paid counseling sessions
• Robust internal career‑growth opportunities
• Tuition reimbursement for approved courses
• Hearing‑aid discount for employees and family members
• Internal social‑recognition platform
• D&I‑focused workplace with a dedicated council and employee resource groups

*Benefits may vary by location and group plan.

Application Process

Ready to join brighthush and shape the future of customer success? Submit your application through our online career portal. Only direct applications will be considered. If you receive any unsolicited offers or requests for payment, please verify the vacancy through our official careers page or contact us at [email protected].

To apply, click the link below:

Apply Now

Recruitment Fraud Warning

brighthush has become aware of fraudulent recruitment activities where individuals falsely claim to represent us or our recruitment partners. These scammers may contact potential candidates via email, messaging services, or other channels, offering employment opportunities or recruitment services in exchange for payment.

We want to assure you that brighthush will never:

• Ask candidates to pay fees or make payments as part of the recruitment process.
• Require the purchase of recruitment, CV preparation, training, or similar services as a condition of applying for or obtaining employment.

If you receive an unsolicited communication claiming to relate to a vacancy at brighthush, especially if it requests payment, financial information, or other sensitive personal data, please verify the vacancy through our official careers page or contact us directly.

Conclusion

As a Workforce Manager at brighthush, you will be at the heart of our Customer Success organization, ensuring that our teams are empowered, efficient, and ready to deliver world‑class service. If you are a data‑driven, collaborative leader with a passion for optimizing workforce performance, we invite you to apply and become part of a company that is redefining the future of hearing technology.

Join us, grow your career, and help us bring the gift of sound to people everywhere.