Job Description
About the role
The Workforce Planning Program Manager is responsible for building and maintaining accurate capacity plans across all support regions, verticals, and languages. This role plays a critical part in ensuring our Customer Support operation is efficient, well-staffed, and prepared to meet service levels, while balancing cost and quality. You’ll own long- and short-term forecast models, develop scheduling frameworks, and work closely with WFM Analysts, BPO partners, and CS leadership to turn data into action.
Main tasks and responsibilities
- Forecasting and Capacity Planning. Build group-level capacity plans across all regions, verticals and languages
- Scheduling & Optimisation. Develop and maintain staffing heatmaps and scheduling models that account for time zones, peak hours and expected surges
- Real-time alignment and improvement. Regularly refine forecast accuracy based on actual trends and event-driven shifts
- Cross-Functional Collaboration. Serve as the operational owner for workforce planning within CS Ops
Requirements
- Build and maintain accurate capacity plans across all support regions, verticals, and languages
- Own long- and short-term forecast models
- Develop scheduling frameworks
- Work closely with WFM Analysts, BPO partners, and CS leadership to turn data into action
Company offers
- Accelerate your professional growth with unique career opportunities.
- Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.
- Take care of your physical and mental health with our wellness perks.
- Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
- Connect with colleagues at annual company events and smaller team gatherings.
- Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.
