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Workforce Manager Apollo.io. 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.