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Workforce Manager
Full-time
We are seeking an experienced
Workforce Manager
to lead and optimize our support team's operational efficiency. This role will oversee real-time management, forecasting, scheduling, and capacity planning to ensure the right staffing levels are maintained across all customer support channels.
The Workforce Manager will play a critical role in aligning staffing strategies with business goals, ensuring that service level agreements (SLAs) are met while optimizing costs and agent productivity. This individual will lead a team of Real-Time Analysts (RTA) and Scheduling Analysts, collaborating closely with Customer Support Leadership, HR, and Finance to develop best-in-class workforce management practices. The ideal candidate is data-driven, proactive, and experienced in WFM methodologies. They should be able to analyze trends, recommend adjustments, and drive process improvements that enhance efficiency and customer experience.
Develop and implement long-term workforce strategies to support business objectives and expected volume growth.
Lead forecasting and capacity planning efforts, ensuring accurate staffing models across multiple channels (phone, chat, email, etc.)
Build and refine staffing models that balance service levels, labor costs, and agent utilization.
Manage headcount planning and hiring recommendations, working closely with Recruiting to ensure staffing needs are met on time. Real-Time & Scheduling Operations
Oversee real-time monitoring and intraday adjustments to ensure SLAs are met.
Manage a team of Real-Time Analysts and Scheduling Analysts, coaching them to enhance workforce efficiency.
Ensure adherence tracking and schedule compliance, minimizing shrinkage and idle time.
Drive continuous improvement initiatives to optimize agent occupancy, reduce handle time, and improve overall efficiency. Reporting & Data Analysis
Monitor and report on key WFM metrics, including forecast accuracy, occupancy, adherence, and SLA performance.
Provide regular workforce analytics and recommendations to leadership for operational improvements.
Develop and maintain dashboards and reports to track agent performance and staffing trends. Collaboration & Stakeholder Management
Partner with Customer Support Leadership to align workforce management with business priorities.
Work closely with Finance & HR to manage labor costs, headcount planning, and budgeting.
Collaborate with Technology & Ops teams to optimize workforce management tools and automation.
Drive engagement with front-line managers to ensure effective communication of schedules, adherence expectations, and workforce updates.
We are AI Native
Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.
Why You’ll Love Working at Apollo
At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we
take extreme ownership
of our work,
move with focus and urgency
, and
learn voraciously
to stay ahead.
We invest deeply in your growth, ensuring you have the resources, support, and autonomy to
own your role and make a real impact
. Collaboration is at our core—we’re
all for one
, meaning you’ll have a team across departments ready to help you succeed. We encourage
bold ideas and courageous action
, giving you the freedom to experiment, take smart risks, and drive big wins.
If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.
Learn more here!
