Senior CS WFM Manager

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

• 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

• 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.