Topstep · 18 hours ago
Senior Manager of Workforce Management
United States
Full-time
Remote
Mid, Senior Level
$95K/yr - $125K/yr
5+ years expTopstep is a dynamic organization seeking a Senior Manager of Support Operations to lead workforce planning and operational readiness for their multi-channel support team. This role involves overseeing capacity forecasting, scheduling, and resource allocation to optimize service levels and enhance the Trader experience.
ConsultingEducationFinancial ServicesStock ExchangesTrading Platform
Responsibilities
Develop long-term capacity plans (quarterly/annual) based on growth forecasts, seasonality, and product launches
Partner with Finance and HR to create hiring and staffing plans aligned with budget targets
Daily ticket forecasting and personnel adherence oversight
Administrate Intercom system and stay up to date on latest releases and enhancements
Maintain oversight on queue build-up and assure resources are diverted to areas in need to resolve backlogs
Build WFM strategy for multi-channel support (phone, chat, email, social, etc.) including coverage modeling by time zone
Lead strategic discussions with executive leadership on efficiency targets, staffing risks, and headcount forecasts
Administrate Assembled WFM scheduling
Maintain 'what-if' modeling for surge scenarios
Manage workforce coverage and performance for a team working rotating 24/7 shifts
Oversee scheduling policies, shift bids, and agent preferences to balance efficiency and morale
Approve intraday management protocols (break optimization, queue balancing, overtime management)
Set strategies for flexible staffing (e.g., part-time, on-call, work-from-home models)
Track and report key metrics, such as forecast accuracy, schedule adherence, occupancy, and service level reporting for the department and Executive Leadership
Create daily team health reports for each manager (CSAT, Ticket Closures, Adherence, etc.)
Identify underutilized capacity or overstaffing and propose optimization strategies
Create documentation and SOPs for forecasting, scheduling, and real-time management processes
Qualification
Required
5+ years of experience in workforce management, customer service leadership, or support operations including experience in a senior management or higher level role
Proven expertise in forecasting, scheduling, and real-time management across multi-channel environments (chat, email, phone, social, etc.)
Hands-on experience with WFM and support systems such as Assembled, Intercom, Zendesk, Salesforce, or equivalent platforms
Strong understanding of capacity modeling, queue management, and service level optimization in a high-growth or fast-paced organization
Demonstrated ability to build and execute long-term staffing strategies that align with business growth, financial targets, and headcount plans
Experience partnering with Finance, HR, and Operations leaders to balance cost efficiency with customer experience goals
Strong background in operational strategy, workforce management, and process optimization
Ability to translate forecasts and business objectives into actionable staffing strategies and capacity plans
Focused on aligning staffing and operational strategies to deliver exceptional customer experiences
Preferred
Bachelor's degree in Business Administration, Operations Management, or equivalent experience preferred
Strong proficiency in Assembled, Intercom, Zendesk or other support tools, ensuring configuration and reporting align with business needs
Skilled in using data to identify trends, forecast demand, and recommend optimization opportunities
Experience as part of a support team in a growing, fast-paced environment
Strong multitasking and time management skills
Basic understanding of Google Suites - Include Sheets, Docs, Slides, and Forms
Benefits
Seven Company-paid Holidays and generous Family Leave.
Paid time off is front-loaded.
Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees.
Vacations are encouraged with a bonus for taking 5 consecutive days.
Employee referrals are bonused.
Topstep offers a food and groceries budget and contributes towards health and wellness.
Company
Topstep
Topstep is a financial organization that enables resource traders to develop and learn in the trading industry.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michael Patak
Founder & CEO
Recent News
2026-01-13
2026-01-12
Company data provided by crunchbase