Dandy is looking for a Manager, CX Workforce Capacity to design and implement a comprehensive workforce management strategy for our Customer Experience (CX) organization. In this role, you will be responsible for ensuring optimal staffing and operational efficiency as the company expands globally.
What You'll Do
- Analyze historical volume trends across all contact channels to generate short- and long-term demand forecasts.
- Translate forecasts into actionable staffing models that align with SLAs, productivity goals, and budgets.
- Guide the Workforce Associate's daily tasks and professional development.
- Collaborate with frontline operations leaders and CX leadership to review performance and plan for changes.
- Design and implement analytics and reporting solutions that provide strategic insights for workforce optimization.
- Present regular performance reports to senior leadership, communicating workforce strategy and business impact.
- Lead cross-functional workforce initiatives and maintain alignment with key stakeholders.
- Identify opportunities to improve processes and utilize technology to increase agent quality and efficiency.
- Partner with CX leadership to define Dandy Support's expansion strategy to scale effectively to meet demand growth.
What We're Looking For
- 5+ years experience in workforce management, operations performance, or capacity planning ideally in a high-growth environment.
- 3-5 years of direct people management experience.
- Hands on experience with industry-standard WFM platforms (Zendesk WFM preferred) and real-time dashboard platforms.
- Understanding of SLA management, queue dynamics, and contact center metrics.
- Global operations experience with prior exposure to workforce planning across regions, languages and cultural contexts.
- Advanced Excel and modeling skills; experience building and maintaining capacity and staffing models.
- Comfort with SQL, Python, R or BI tools (Looker preferred) to analyze complex workforce data.
- A proven track record of designing and implementing WFM programs, demonstrating the ability to create new methodologies and systems.
- Ability to identify trends, predict operational risks, and proactively drive solutions.
- Exceptional ability to communicate, influence and collaborate with senior leadership across multiple teams and departments.
- Attention to detail, system thinking, and comfort in a fast-paced growth environment.
Nice to Have
- Experience in regulated industries, such as dental, healthcare, or finance.
- Outsourcing work / BPO partnership management.
- Collaborating with WFM vendor teams for staffing and service commitments.
Technical Stack
- Zendesk WFM
- Excel
- SQL
- Python
- R
- Looker
Team & Environment
You will manage a Workforce Associate and partner closely with CX leadership, Business Systems, and Finance, reporting to CX leadership.
Benefits & Compensation
- Healthcare
- Dental
- Mental health support
- Parental planning resources
- Retirement savings options
- Generous paid time off
Work Mode
This role supports global operations.
Dandy is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, disability, protected veteran status, citizenship or immigration status, or any other legally protected characteristics.
