Who can apply: Only open to applicants in: New York.
Location as listed by the employer: “Remote; London; San Francisco; New York; Dublin; United Kingdom”
Apply on Harvey's site ↗
Opens the employer's official application page.
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About this role
Harvey is hiring for a Global CX Workforce Manager role (full-time). See the official posting for full details.
Requirements
- 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.
- Experience building or materially redesigning a workforce-planning function, not only operating within an established system.
- Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work; experience beyond traditional voice contact-center planning is important.
- A track record of building useful models from incomplete or rapidly changing data and improving their accuracy over time.
- Strong analytical skills and hands-on fluency with spreadsheets, reporting tools, and workforce data. Experience with SQL, BI tools, Zendesk, or workforce-management platforms is strongly preferred.
- The judgment to distinguish a temporary coverage problem from a structural headcount need, and to recommend action before service quality deteriorates.
- Experience measuring how automation, AI, self-service, and workflow changes affect staffing demand and productivity.
- Strong cross-functional leadership skills and the ability to drive consistent global operating practices through regional leaders without owning their teams directly.
Summarized from the employer's posting — check the full posting for every requirement.
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