Workforce Manager

Solace is seeking a Workforce Manager to establish and optimize the capacity, scheduling, and performance systems for its Customer Experience team. This role involves cross-functional collaboration to ensure effective staffing, meet service level agreements, balance agent workload, and deliver a seamless experience for customers and team members. The ideal candidate is data-driven, detail-oriented, and eager to build WFM foundations from the ground up.

Must Have

• Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers.
• Translate forecasts into hourly and daily staffing requirements to achieve service level targets.
• Partner with CX Leadership, Product, and Marketing to model operational impacts of new launches, campaigns, and policy changes.
• Perform variance analysis (forecast vs. actuals) to continuously improve forecasting accuracy.
• Own the creation, publication, and maintenance of agent schedules in Zendesk.
• Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals.
• Monitor real-time queue performance and agent adherence, escalating issues and driving intraday adjustments.
• Collaborate with CX Managers to communicate schedule expectations and manage intraday changes.
• Develop and maintain WFM dashboards and reports tracking key metrics.
• Deliver daily and weekly performance insights to guide staffing, training, and process improvement decisions.
• Identify trends and recommend data-backed solutions.
• Serve as the primary owner for Zendesk scheduling and WFM functionality.
• Partner with HR and CX Leadership on headcount tracking, timecard accuracy, and payroll preparation.
• Create and maintain SOPs for scheduling, timecard reconciliation, and PTO management.
• At least 7+ years of experience in Workforce Management within a Customer Experience organization.
• Proven experience working within Zendesk and Google Sheets.
• Exceptional written and verbal communication skills.
• Sound business judgment, including using data to drive strategy and business action.
• Ability to move remarkably fast with little structure and guidance.

Good to Have

• Experience in healthcare, marketplace, or other regulated, high-complexity industries.
• Exposure to AI or automation tools that impact ticket volume or staffing models.
• Understanding of payroll systems and time-tracking workflows for hourly employees.
• Experience integrating Zendesk with Assembled, Tymeshift, or other WFM software.
• Familiarity with data tools like HEX, and HR platforms like Gusto.

About the Role

We are looking for a Workforce Manager to build and optimize the capacity, scheduling, and performance systems that power our Customer Experience team. You’ll work cross-functionally to ensure we’re staffed effectively to meet SLAs, balance agent workload, and provide a seamless experience for our customers and team members.

This role is ideal for someone who thrives in data, building structure, and operational detail, and is excited to build WFM foundations from the ground up.

About Solace

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of U.S. adults do not have the health literacy necessary to navigate it without help. Solace cuts through the red tape of healthcare by pairing patients with expert advocates and giving them the tools to make better decisions—and get better outcomes.

We're a Series B startup, founded in 2022 and backed by Inspired Capital, Craft Ventures, Torch Capital, Menlo Ventures, and Signalfire. Our fully remote U.S. team is lean, mission-driven, and growing quickly.

Solace isn't a place to coast. We're here to redefine healthcare—and that demands urgency, precision, and heart. If you're looking to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you're in the right place. We’re intense, and we like it that way.

Read more in our Wall Street Journal funding announcement here_

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What You’ll Do

• Build and maintain accurate volume forecasts using historical data, seasonality, and business drivers to predict contact demand across all channels.
• Translate forecasts into hourly and daily staffing requirements to achieve service level targets.
• Partner with CX Leadership, Product, and Marketing to model operational impacts of new launches, campaigns, and policy changes.
• Perform variance analysis (forecast vs. actuals) to continuously improve forecasting accuracy.
• Own the creation, publication, and maintenance of agent schedules in Zendesk, ensuring optimal coverage during operating hours (M–F, 6 am–5 pm PT).
• Manage PTO requests, schedule changes, and exceptions while balancing forecasted capacity and SLA goals.
• Monitor real-time queue performance and agent adherence, escalating issues and driving intraday adjustments as needed.
• Collaborate with CX Managers to communicate schedule expectations and manage intraday changes.
• Develop and maintain WFM dashboards and reports tracking key metrics including adherence, shrinkage, utilization, and occupancy.
• Deliver daily and weekly performance insights to guide staffing, training, and process improvement decisions.
• Identify trends (e.g., understaffing periods or overcoverage) and recommend data-backed solutions.
• Serve as the primary owner for Zendesk scheduling and WFM functionality.
• Partner with HR and CX Leadership on headcount tracking, timecard accuracy, and payroll preparation.
• Create and maintain SOPs for scheduling, timecard reconciliation, and PTO management.
• Evaluate and recommend additional WFM tools (e.g., Assembled, Tymeshift) to support team scaling.

What We’re Looking For

• At least 7+ years of experience in Workforce Management within a Customer Experience organization.
• Proven experience working within Zendesk and Google Sheets.
• Exceptional written and verbal communication skills.
• Sound business judgment, including using data to drive strategy and business action.
• Ability to move remarkably fast with little structure and guidance.

Bonus Points

• Experience in healthcare, marketplace, or other regulated, high-complexity industries.
• Exposure to AI or automation tools that impact ticket volume or staffing models.
• Understanding of payroll systems and time-tracking workflows for hourly employees.
• Experience integrating Zendesk with Assembled, Tymeshift, or other WFM software.
• Familiarity with data tools like HEX, and HR platforms like Gusto.

Applicants must be based in the United States.

Up for the Challenge?

We look forward to meeting you.

Fraudulent Recruitment Advisory: Solace Health will NEVER request bank details or offer employment without an interview. All legitimate communications come from official solace.health emails only or ashbyhq.com. Report suspicious activity to recruiting@solace.health or advocate@solace.health.

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