Workforce Manager – Support
| Company | Databricks |
|---|---|
| Location | San Francisco, CA, USA, Mountain View, CA, USA |
| Salary | $116600 – $178700 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 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
- People‑first mindset with experience leading analysts or schedulers
- Advanced Excel/Google Sheets; SQL or Python for data manipulation; BI tools (Looker, Tableau, Power BI)
- Bachelor’s degree in a related field (EE, Computer Science, Computer Engineering, Software Engineering)
Responsibilities
- Develop short-, mid-, and long-term 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.
- Lead quarterly and monthly shift scheduling, including weekend rotations, on-call assignments, and holiday coverage.
- Ensure optimal staffing to meet demand while balancing employee preferences and business needs.
- Design and maintain Workforce Management (WFM) dashboards to monitor key performance metrics such as forecast accuracy, agent utilization, occupancy, schedule adherence, shrinkage, and cost-per-case.
- Conduct root cause analyses for SLA breaches and implement cross-functional corrective actions with Support, Engineering, and Product teams.
- Benchmark internal performance against industry standards to drive continuous improvement.
Preferred Qualifications
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No preferred qualifications provided.