NearU · 10 hours ago
Workforce Manager
Charlotte Metro
Full-time
Onsite
Mid LevelNearU is a company focused on home services, and they are seeking a Contact Center Workforce Manager to oversee staffing and operational efficiency at their National Booking Center. This role involves forecasting, scheduling, and managing real-time adherence to optimize service levels and employee experience.
Customer Service
Hiring Manager
Michelle Galinetti, MSHRM
Responsibilities
Forecast call volume and staffing needs using historical data, trends, seasonality, and business inputs
Develop short-term and long-term staffing models to support service level and operational targets
Perform manual forecasting and scenario modeling when automated tools, clean data, or systems are unavailable
Build and maintain agent schedules aligned to forecasted demand
Manage intraday schedules including breaks, lunches, meetings, training, and special assignments
Make real-time schedule adjustments to address volume fluctuations, absenteeism, or operational changes
Monitor schedule adherence and conformance throughout the day
Identify adherence trends, risks, and gaps; surface insights to leadership
Partner with supervisors and managers to correct intraday performance issues quickly and effectively
Produce workforce reports related to adherence, utilization, shrinkage, and staffing effectiveness
Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes
Translate data into clear, actionable insights—not just dashboards that look cool in meetings
Utilize workforce management and contact center tools to support forecasting, scheduling, and intraday management
Support the implementation and optimization of new workforce management or forecasting software
Partner with Operations, IT, and vendors to improve forecasting accuracy and tool adoption
Collaborate with Operations, Training, QA, and Leadership to align staffing with business priorities
Support special initiatives such as new program launches, seasonal demand shifts, and operational pilots
Qualification
Required
Experience in workforce management or workforce coordination within a contact center environment
Demonstrated experience with manual forecasting techniques
Erlang calculations
Strong understanding of forecasting, scheduling, adherence, and intraday management
Advanced Excel and data analysis skills (pivot tables, formulas, trend analysis)
Ability to communicate workforce insights clearly to operational and executive leaders
Strong organizational skills and the ability to manage competing priorities in a fast-paced environment
Preferred
Experience with ServiceTitan Contact Center Pro (CCP) or similar contact center platforms
Experience implementing or supporting new workforce management or forecasting software
Exposure to multi-skill, multi-queue, or multi-brand contact center environments
Familiarity with service level, occupancy, shrinkage, and utilization metrics
Company
NearU
NearU is a family of home services companies led by some of the most prominent veterans and visionaries in industry.
Founded in 2019
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Freeman Spogli
2022-08-17Private Equity
Leadership Team
E
Ed Leezer
Regional General Manager NearU Services Sandhills Region
Recent News
globallegalchronicle.com
2023-11-14
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2023-10-03
2022-08-17
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