Senior Workforce Manager (SaaS)

TL;DR

Senior Workforce Manager (SaaS): Managing day-to-day workforce execution across voice and chat support channels with an accent on forecasting, scheduling, and real-time queue management. Focus on optimizing service levels through AI monitoring (Intercom Fin) and systemic tuning of support tools.

Location: Remote or Hybrid (US). Work hours: 6am-3pm CT / 7am-4pm ET.

Company

hirify.global is a cloud-based all-in-one platform designed to help auto repair shops optimize their operations, grow their business, and improve customer service.

What you will do

• Build and maintain staffing forecasts using historical volume, AI deflection trends, and business growth projections.
• Create and manage agent schedules across voice and chat channels to meet SLA targets.
• Monitor real-time adherence and make intraday adjustments to maintain coverage and service levels.
• Manage live queue performance and optimize Zendesk triggers, automations, views, and macros.
• Monitor Intercom Fin AI chatbot performance against containment and CSAT targets, recommending improvements to bot flows.
• Track and report on core KPIs including SLA adherence, AHT, occupancy, and AI containment rates.

Requirements

• 4+ years of experience in workforce management or contact center operations.
• Hands-on experience with real-time queue management and building workforce forecasts/schedules.
• Strong proficiency in building dashboards and reports using Excel, Google Sheets, or SQL.
• Experience working with and monitoring AI chat tool performance.
• Ability to work specific US hours: 6am-3pm CT / 7am-4pm ET.
• Must be based in the US (Remote/Hybrid depending on proximity to office hubs).

Nice to have

• Hands-on configuration experience with Zendesk and Intercom (routing, inboxes, Fin).
• Professional background in the SaaS or technology sector.

Culture & Benefits

• Competitive base salary with remote work flexibility.
• 401(k) retirement plan with 100% employer match up to 6%.
• Comprehensive health, dental, and vision insurance (100% premiums covered for employees).
• Paid maternity, parental bonding, and medical leave.
• Wellness allowance of up to $60/month and a $300 home office setup bonus after one year.
• Free confidential counseling through BetterHelp.