[Hiring] Workforce Manager @Branch
Mar 22, 2025 - Branch is hiring a remote Workforce Manager. 💸 Salary: 65-85k. 📍Location: USA.
Role Description
The Workforce Manager at Branch will be responsible for optimizing staffing, ensuring schedule adherence, and enhancing operational efficiency across our Tier 1 and Tier 2 end-user support teams, including dispute intake channels via phone and chat. This individual will be the primary administrator and subject matter expert for Zendesk WFM (formerly Tymeshift), playing a pivotal role in driving workforce management best practices throughout the department.
- Manage workforce scheduling and staffing optimization for Branch’s BPO and internal teams.
- Provide supportive guidance to internal team managers on how to best leverage WFM for their group.
- Collaborate with the Training and Documentation team to develop and update workforce management training materials and resources.
- Monitor real-time adherence to schedules and proactively address staffing issues to ensure SLAs are consistently met.
- Serve as the primary point of contact and expert user for Zendesk WFM, leveraging the tool's capabilities to forecast, schedule, and analyze workforce performance.
- Develop, implement, and continuously refine workforce planning processes and standards.
- Work closely with BPO and internal leadership to evaluate and improve WFM coverage and performance.
- Produce regular reporting on adherence, utilization, and staffing levels to inform leadership decisions.
- Identify and escalate potential risks related to staffing, scheduling, or adherence proactively.
- Partner with operations leadership to support strategic planning and staffing models aligned with anticipated growth and evolving business needs.
- Onboard and offboard team members in WFM systems.
Qualifications
- 3+ years of experience in workforce management within a customer support or BPO environment.
- Demonstrated expertise with workforce management software; prior experience with Zendesk WFM (formerly Tymeshift) strongly preferred.
- Strong analytical skills with the ability to interpret complex data and translate insights into actionable recommendations.
- Exceptional organizational skills, attention to detail, and the ability to handle multiple priorities effectively.
- Proven ability to build strong relationships and communicate clearly with diverse stakeholders.
- Experience in forecasting, scheduling, real-time management, and reporting within a high-volume customer support environment.
Preferred Skills
- Certification or formal training in workforce management methodologies or related analytics.
- Proficiency in data visualization tools and advanced Excel functions.
- Familiarity with Zendesk Support suite.
- Experience in fintech environments, with specific knowledge of financial services or banking operations preferred.
- Knowledge or prior experience with dispute resolution processes is a plus.
Compensation
The base compensation range for this role is 65-85k. The salary range displayed reflects an average base salary range for the position across all the US. The base salary offered to an applicant could be higher or lower based on each applicant’s specific skill set, depth of experience, relevant education or training, etc. The base salary range listed excludes commission/ bonus/ equity or benefits.
Benefits
- Branch-paid medical, dental, and vision insurance
- Remote-first (domestic USA)
- Equity
- 401k
- Flexible time off
- Paid company holidays
- Paid parental leave (eligible after 6 months of employment)
Working at Branch
A remote-first company with employees located throughout the U.S., Branch emphasizes transparency, accountability, and trust to create a collaborative environment where our product, engineering, marketing, customer support, customer success, and sales teams can all thrive together. Our collaborative spirit has helped us become an award-winning fintech company, with Branch’s innovation and workplace recognized across industries. Branch has been honored by Inc., the Webby Awards, Benzinga Fintech Awards, Fintech Breakthrough Awards, Top Workplaces USA, Great Places to Work, and EY Entrepreneur of the Year, Heartland, among others.
Branch is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Similar Remote Jobs
More jobs at Branch
More Project Management jobs
-
Project Management 50,000–60,000 € annually GermanyMar 31, 2025 -
Project Management unspecified USAMar 31, 2025
More jobs in USA
-
Marketing base salary range of $75k-$85k annually USAMar 31, 2025 -
All others $135,000 - $156,000 USAMar 31, 2025
Kickstart Your Job Search
Unlock 54,675 additional remote jobs, advanced search & email notifications
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
65-85k
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 22, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
