Job Description

Mercury is seeking a Workforce Management Lead to establish and grow workforce management foundations. This role involves data-driven insights, agent-friendly design, and collaboration with Customer Support Leadership to define responsibilities and support a high-performing support organization.

Responsibilities

• Translate workforce data into actionable insights
• Set the strategic direction for Workforce Management
• Guide and support Workforce Management team members
• Partner cross-functionally with various teams
• Own and evolve long-term forecasting models
• Lead planning cycles and partner with Support Leads
• Introduce and standardize scalable WFM processes
• Own vendor relationships and tooling strategy for WFM platform
• Collaborate with CS Leadership to improve visibility
• Contribute to the broader CS Operations team

Requirements

• 3-5 years of experience in Workforce Management
• 2+ years of people management experience
• Experience working with Zendesk
• Strong sense of ownership
• Deep familiarity with support metrics
• Excellent communication and collaboration skills
• Proficiency with Excel or Google Sheets
• Lead with curiosity and creativity
• A balance of execution and strategy

Benefits

• No benefits