Sr. Manager, Workforce Management & Quality

Title: Sr. Manager, Workforce Management & Quality

Reports to: Vice President, Service Operations

Location: Remote, US

The Senior Manager, Workforce Management & Quality will own the operating system behind CharterUP’s service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who oversee frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.

You will build forecasting rigor, enforce utilization standards, elevate quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.

• Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
• Develop capacity models tied to SLAs, volume projections, and cost targets
• Establish utilization benchmarks and manage adherence
• Partner with Finance and Operations on proactive headcount planning
• Identify capacity risks early and implement mitigation strategies

• Directly manage Service Team Leads
• Standardize expectations for queue management, call monitoring, QA scoring, and coaching
• Implement consistent productivity and performance benchmarks across teams
• Ensure floor discipline and real-time operational control
• Drive accountability and measurable improvement across shifts

• Own and evolve the QA rubric and scoring methodology
• Implement calibration processes to ensure scoring consistency
• Connect QA insights to training, workflow changes, and process improvements
• Tie quality performance directly to resolution time, escalation rate, and customer outcomes
• Identify systemic issues and drive root-cause correction

• Evaluate and optimize Zendesk, Sprinklr, and related CX tools
• Improve routing logic, escalation paths, and workflow efficiency
• Reduce manual work through automation and smarter configuration
• Build dashboards and reporting that provide real-time operational visibility
• Partner cross-functionally when system changes are required

• Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
• Deliver clear, data-driven reporting to senior leadership
• Establish performance baselines and continuously raise standards

• 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
• Proven ownership of forecasting, capacity planning, and QA functions at scale
• Experience managing frontline leaders in high-volume environments
• Strong analytical skills with demonstrated success building operational dashboards and reporting
• Deep familiarity with Zendesk and Twilio Flex preferred
• Track record of driving measurable performance improvement through process and systems optimization
• Comfort operating in a high-growth, high-accountability environment

Recruiting Process

Step 1 - Video call: Talent Acquisition interview

Step 2 - Video call: Hiring Manager interview

Step 3 - Video call: Team Interview

Step 4- Video call: Final Interview

Step 5 - Offer & background check

Welcome aboard!