Workforce Manager, Customer Success | REMOTE (Aurora (IL), United States)

Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics or a related field preferred; equivalent relevant experience will also be considered.

Five or more years of progressive workforce-management experience within a contact center, customer service or customer support environment.

Demonstrated hands-on experience with forecasting, capacity planning, scheduling and real-time workforce management.

Hands-on experience with Calabrio Workforce Management is required; advanced user, administrator, configuration or implementation experience is strongly preferred.

Strong knowledge of contact-center workforce metrics, including forecast accuracy, service level, ASA, abandonment, AHT, adherence, occupancy, shrinkage and utilization.

Strong analytical skills with the ability to interpret workforce data, identify trends and root causes and translate findings into actionable business recommendations.

Strong written and verbal communication skills, including the ability to communicate complex workforce information clearly to operational managers and senior leaders.

Demonstrated ability to lead cross-functional initiatives and resolve escalated issues without direct authority.

Advanced Excel skills; experience with Power BI, Tableau, SQL or similar reporting and analytics tools is a plus.

Experience with Webex Contact Center or another enterprise CCaaS platform is preferred.

Ability to travel less than 10%.

A minimum of 300 Mb/sec download and 10 Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Don’t meet all the criteria? If you’re willing to go all in and learn, we’d love to hear from you!

We are looking forward to receiving your application via our online job application platform. For this position, only direct applications will be considered. Sonova does not recruit via app, Telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone, please contact wholesale.HR@Sonova.com.

Medical, dental and vision coverage

Health Savings, Health Reimbursement and Flexible Spending/Dependent Care Accounts

TeleHealth options

401(k) plan with company match

Company-paid life and AD&D insurance

Additional supplemental life and AD&D coverage available

Company-paid Short- and Long-Term Disability coverage

STD and LTD buy-ups available

Accident and Hospital Indemnity coverage

Legal and identity-theft assistance

PTO—or sick and vacation time—floating Diversity Day and paid holidays

Paid parental bonding leave

Employee Assistance Program, including a 24/7 mental-health support hotline, five company-paid counseling sessions and more

Robust internal career-growth opportunities

Tuition reimbursement

Hearing-aid discount for employees and family

Internal social-recognition platform

D&I-focused workplace, including a D&I council and employee resource groups

Plan rules and offerings are dependent upon group company and location.

This role’s annual pay range is between $97,584 and $121,980.

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.