Senior Manager - Workforce Management

About the Role

The manager will own forecasting, capacity planning, headcount and staffing models, hiring plan inputs, scheduling, intraday management, and performance reporting. They will partner closely with CTS leadership, vendor partners, and cross‑functional teams such as Finance, HR, Training, QA, Product/Engineering, and BI/Data to deliver strong customer outcomes while optimizing the support‑agent experience. Key responsibilities include delivering staffing plans that balance SLA attainment, cost‑to‑serve and agent experience across voice, chat, email and ticketing channels; building and maintaining forecasting models using historical volume, seasonality, product launches and incidents; and leading short‑ and long‑range planning with shrinkage, occupancy and productivity targets. The role also oversees schedule strategy, drives intraday governance, establishes a WFM KPI framework, provides executive‑ready insights, and advances process maturity and tooling strategy. • Own end‑to‑end WFM for CTS: forecasting, capacity planning, staffing, hiring inputs, scheduling, intraday management, reporting • Develop staffing plans balancing SLA attainment, cost‑to‑serve, and agent experience across voice, chat, email, and ticketing • Build forecasting models using historical volume, seasonality, product launches, outages, and growth assumptions • Lead short‑ and long‑range planning with shrinkage assumptions, occupancy targets, and productivity drivers • Oversee schedule strategy, including shift design, full‑time/part‑time mix, split shifts, remote/hybrid rules, and time‑off policies • Drive intraday governance: real‑time monitoring, re‑forecasting, schedule adjustments, and proactive communication • Establish WFM KPI framework and operating rhythm (forecast accuracy, schedule adherence, shrinkage, occupancy, service level, backlog, abandonment, capacity utilization) • Provide executive‑ready insights with trend analysis, root‑cause analysis, scenario modeling, and recommendations • Advance WFM process maturity through documentation, standard work, training, and continuous improvement • Own WFM tooling strategy: configure and administer platforms, manage upgrades, automation, AI agents, and vendor relationships • Partner cross‑functionally with Operations, Finance, HR/Talent, Training, QA, Product/Engineering, and BI/Data teams

Key Responsibilities

• ▸forecasting
• ▸capacity planning
• ▸scheduling
• ▸intraday management
• ▸kpi framework
• ▸tooling strategy

What You Bring

Candidates must have at least 10 years of workforce management or capacity‑planning experience in customer support or contact‑center environments and five years of people‑leadership experience managing analysts, schedulers or RTA functions. Deep expertise in forecasting, staffing models, shrinkage, occupancy, multi‑skill scheduling, and intraday operations is required, together with strong analytical skills in Excel and SQL and the ability to influence senior stakeholders. Preferred experience includes supporting global, multi‑site operations, omnichannel WFM, modern platforms such as Calabrio, and familiarity with BI and CRM tools like Power BI and Salesforce. Experience with change management, process redesign, technology transitions, and applying automation or AI to improve forecasting, schedule optimization and proactive alerting is also valued. • 10+ years workforce management or capacity‑planning experience in customer support or contact‑center environments • 5+ years people‑leadership experience managing WFM analysts, schedulers, or RTA functions • Deep expertise in forecasting, staffing models, shrinkage, occupancy, and multi‑skill scheduling • Strong analytical skills with advanced Excel and SQL, able to analyze large datasets and communicate insights clearly • Experience supporting global or multi‑site operations with time‑zone complexity • Omnichannel WFM experience (voice, chat, email, ticketing) • Familiarity with modern WFM platforms such as Calabrio or similar tools • Knowledge of BI & CRM tools (Power BI, Salesforce) and data querying (SQL) • Change management experience: process redesign, technology transitions, operating model improvements • Experience applying automation or AI‑enabled features to enhance forecasting, schedule optimization, and proactive alerting

Requirements

• ▸10+ years
• ▸leadership
• ▸forecasting
• ▸excel
• ▸sql
• ▸calabrio

Benefits

Autodesk prides itself on a culture of belonging, creativity, and sustainability, encouraging employees to shape a better world through innovative software. Compensation combines a competitive base salary with potential bonuses, stock grants, and a comprehensive benefits package. The company also offers talent‑community programs and emphasizes diversity and inclusion.

Work Environment

Hybrid