Senior Manager, Workforce Management and Contact Center Analytics

About Bluevine

Bluevine is transforming small business banking with innovative solutions like checking, lending, and credit—all tailored to help entrepreneurs thrive. With best-in-class technology, advanced security, and a deep understanding of the small business community, we’re empowering entrepreneurs to grow with confidence.

Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, we’ve been supporting SMBs since 2013, serving over 750,000 customers nationwide and growing a dynamic global team of 500 people. Our mission? To fuel small businesses with the financial tools they need to succeed.

At Bluevine, you’ll be part of a collaborative, fast-paced team that’s reshaping the future of banking. Ready to make an impact?

We are seeking an experienced and strategic leader to oversee our Global Workforce Management (WFM) function within the Customer Success organization. This role will be responsible for driving the planning and execution of WFM initiatives that enable optimal staffing, improved customer experience, and operational efficiency across multiple support channels and lines of business.

The ideal candidate will be a hands-on leader with deep experience in workforce forecasting, capacity planning, scheduling, and real-time management. You will build and scale our WFM capabilities to support a growing global operation while fostering a high-performing, collaborative team.

This is a critical leadership position focused on ensuring the right people are in the right place at the right time, enabling our customer-facing teams to deliver seamless, efficient, and high-quality service.

 

WHAT YOU'LL DO

Global Workforce Management Leadership

• Lead a high-performing global WFM team, overseeing short-term and long-term forecasting, capacity planning, scheduling, and intraday management across phone, email, chat, and other support channels.
• Set and manage team priorities aligned to business goals and service level objectives.

Strategic Workforce Planning

• Develop and implement scalable WFM strategies that support multiple products and customer segments.
• Align WFM efforts with key performance indicators (KPIs) and organizational objectives.

Capacity Planning & Cost Efficiency

• Own the design and maintenance of a comprehensive capacity planning model that accurately forecasts demand and informs staffing and budgeting decisions.
• Collaborate closely with Finance, Business Operations, and General Managers to integrate business assumptions and operational inputs.

Workforce Optimization & Scheduling

• Analyze workload and contact trends to optimize schedules and shift strategies.
• Adjust staffing plans based on seasonality, product changes, marketing events, and historical demand patterns.

Team Leadership & Development

• Recruit, mentor, and develop WFM Analysts, creating an environment of growth, accountability, and engagement.
• Set clear goals and performance metrics while providing coaching and support.

Real-Time Management

• Oversee intraday management and adherence strategies, ensuring staffing levels align with demand in real-time.
• Partner with team managers and sr. operations managers to make live adjustments and maintain service levels.
• Establish and operationalize routines, including recurring meetings, real-time reporting, and automated workflows with key stakeholders to ensure consistent service delivery across channels and lines of business.
  
  

 

Cross-Functional Influence

• Serve as a trusted advisor to Customer Success leadership on workforce-related topics.
• Participate in strategic planning sessions and provide guidance on staffing strategies, operational trade-offs, and resource allocation.
• Collaborate with internal teams to implement best-in-class technologies and operational practices that enhance workforce efficiency and customer experience. 

WFM Tooling & Systems Oversight

• Lead the configuration and optimization of WFM tools (e.g., Verint, NICE, Genesys).
• Ensure tools support accurate forecasting, scheduling, and real-time monitoring.

 

WHAT WE LOOK FOR

• 10+ years of experience in Workforce Management supporting a Contact Center or related fields, with at least 3+ years in a leadership role.
• Proven expertise in forecasting, scheduling, and capacity planning in a multi-channel, multi-region customer support environment.
• Strong analytical mindset with experience using data to drive strategic decision-making and process improvements.
• Proficiency in WFM tools (e.g., Verint, NICE, Aspect, Genesys, or similar).
• Excellent communication and stakeholder management skills, with the ability to influence executive leadership and cross-functional partners.
• Experience in managing vendor relationships, including evaluating and implementing WFM software solutions.
• Ability to thrive in a fast-paced, high-growth environment with a strong focus on innovation and continuous improvement.

Benefits & Perks

• Excellent group health coverage and life insurance
• Stock options
• Hybrid work model
• Meal allowance
• Transportation assistance (terms and conditions apply)
• Generous paid time off plan, Holidays
• Company-sponsored mental health benefits
• Financial advisory services for both short- and long-term goals
• Learning and development opportunities to support career growth
• Community-based volunteering opportunities