Manager, WFM

Position: Manager, WFM
Reports To: Director, Revenue Operations
Location: India(Remote)
Shift timings: 2PM -11PM IST

About Us
HighLevel is an AI powered, all-in-one white-label sales & marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We are proud to support a global and growing community of over 2 million businesses, including agencies, consultants, and businesses of all sizes and industries. HighLevel empowers users with all the tools needed to capture, nurture, and close new leads into repeat customers. As of mid 2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 million hostnames.

Our People
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and impact. We take pride in cultivating a culture where innovation thrives, ideas are celebrated, and people come first, no matter where they call home.

Our Impact
As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 million leads, and facilitates over 20 million conversations for the more than 2 million businesses we serve each month. Behind those numbers are real people growing their companies, connecting with customers, and making their mark - and we get to help make that happen.
Learn more about us on our YouTube Channel or Blog Posts

Who You Are:
As the Manager of Workforce Management (WFM), you’ll lead the strategy, tools, and people that keep our customer-facing teams operating at peak performance. You’ll manage a team of analysts and schedulers, own our Assembled WFM platform, and partner across departments to ensure we’re always staffed to deliver amazing experiences for our customers.
This role is ideal for someone who loves turning data into action — a blend of analytical thinking, leadership, and operational execution. You’ll play a key role in optimizing team capacity, forecasting workload, and driving process improvements that scale with our growth.

What You’ll Be Doing:
Lead the WFM Team
Manage and mentor a team of analysts and schedulers focused on forecasting, capacity planning, and real-time management.
Foster a culture of collaboration, accountability, and continuous improvement.

Own Workforce Planning
Build and maintain short- and long-term staffing models for our Support, Success, and other customer-facing teams.
Partner with Finance, People Ops, and RevOps to inform hiring and capacity decisions.
Deliver accurate forecasts and actionable insights that keep service levels on target.

Drive Operational Excellence
Monitor real-time operations to ensure coverage and responsiveness across all channels.
Identify patterns and opportunities to improve utilization, efficiency, and agent experience.
Develop dashboards and reports that track forecast accuracy, adherence, and performance.

Collaborate Across Teams
Work cross-functionally with Customer Experience, Success, and Sales leadership to align staffing with business needs.
Translate complex data into simple, actionable recommendations.

What You’ll Bring:
8 years of Workforce Management experience in a customer-facing organization.
2+ years leading or managing WFM teams.
Hands-on experience with WFM tools (Assembled strongly preferred).
Strong analytical and quantitative skills; advanced proficiency in Excel or Google Sheets.
Experience collaborating with Support, Success, or Sales teams.
Excellent communicator and problem solver who thrives in a fast-moving, dynamic environment.
Bonus: Experience with BI tools like Looker, Tableau, or Power BI.

Equal Employment Opportunity Information
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government recordkeeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.

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