Sr. Manager, Workforce Management & Quality
charterup • Remote, US
Posted: February 25, 2026
Job Description
About the Role
Title: Sr. Manager, Workforce Management & Quality
Reports to: Vice President, Service Operations
Location: Remote, US
The Senior Manager, Workforce Management & Quality will own the operating system behind CharterUP’s service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who oversee frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.
You will build forecasting rigor, enforce utilization standards, elevate quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.
What You’ll Do
Workforce Planning & Forecasting
- Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
- Develop capacity models tied to SLAs, volume projections, and cost targets
- Establish utilization benchmarks and manage adherence
- Partner with Finance and Operations on proactive headcount planning
- Identify capacity risks early and implement mitigation strategies
Team Lead Management & Floor Performance
- Directly manage Service Team Leads
- Standardize expectations for queue management, call monitoring, QA scoring, and coaching
- Implement consistent productivity and performance benchmarks across teams
- Ensure floor discipline and real-time operational control
- Drive accountability and measurable improvement across shifts
Quality Assurance & Coaching Excellence
- Own and evolve the QA rubric and scoring methodology
- Implement calibration processes to ensure scoring consistency
- Connect QA insights to training, workflow changes, and process improvements
- Tie quality performance directly to resolution time, escalation rate, and customer outcomes
- Identify systemic issues and drive root-cause correction
Systems & Automation Optimization
- Evaluate and optimize Zendesk, Sprinklr, and related CX tools
- Improve routing logic, escalation paths, and workflow efficiency
- Reduce manual work through automation and smarter configuration
- Build dashboards and reporting that provide real-time operational visibility
- Partner cross-functionally when system changes are required
Metrics & Executive Reporting
- Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
- Deliver clear, data-driven reporting to senior leadership
- Establish performance baselines and continuously raise standards
What You’ll Bring
- 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
- Proven ownership of forecasting, capacity planning, and QA functions at scale
- Experience managing frontline leaders in high-volume environments
- Strong analytical skills with demonstrated success building operational dashboards and reporting
- Deep familiarity with Zendesk and Twilio Flex preferred
- Track record of driving measurable performance improvement through process and systems optimization
- Comfort operating in a high-growth, high-accountability environment
Recruiting Process
Step 1 - Video call: Talent Acquisition interview
Step 2 - Video call: Hiring Manager interview
Step 3 - Video call: Team Interview
Step 4- Video call: Final Interview
Step 5 - Offer & background check
Welcome aboard!
Additional Content
About the Role
Title: Sr. Manager, Workforce Management & Quality
Reports to: Vice President, Service Operations
Location: Remote, US
The Senior Manager, Workforce Management & Quality will own the operating system behind CharterUP’s service floor. Reporting to the VP of Service Operations, this leader will manage Team Leads who oversee frontline representatives responsible for queue management, call and ticket handling, QA scoring, and structured coaching. This role ensures the floor runs with discipline, consistency, and efficiency as volume scales.
You will build forecasting rigor, enforce utilization standards, elevate quality assurance, and optimize the systems that power service delivery. This is a builder role with real authority and clear accountability.
What You’ll Do
Workforce Planning & Forecasting
- Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches
- Develop capacity models tied to SLAs, volume projections, and cost targets
- Establish utilization benchmarks and manage adherence
- Partner with Finance and Operations on proactive headcount planning
- Identify capacity risks early and implement mitigation strategies
Team Lead Management & Floor Performance
- Directly manage Service Team Leads
- Standardize expectations for queue management, call monitoring, QA scoring, and coaching
- Implement consistent productivity and performance benchmarks across teams
- Ensure floor discipline and real-time operational control
- Drive accountability and measurable improvement across shifts
Quality Assurance & Coaching Excellence
- Own and evolve the QA rubric and scoring methodology
- Implement calibration processes to ensure scoring consistency
- Connect QA insights to training, workflow changes, and process improvements
- Tie quality performance directly to resolution time, escalation rate, and customer outcomes
- Identify systemic issues and drive root-cause correction
Systems & Automation Optimization
- Evaluate and optimize Zendesk, Sprinklr, and related CX tools
- Improve routing logic, escalation paths, and workflow efficiency
- Reduce manual work through automation and smarter configuration
- Build dashboards and reporting that provide real-time operational visibility
- Partner cross-functionally when system changes are required
Metrics & Executive Reporting
- Define and manage core service KPIs including utilization, adherence, SLA attainment, resolution time, productivity, and QA performance
- Deliver clear, data-driven reporting to senior leadership
- Establish performance baselines and continuously raise standards
What You’ll Bring
- 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
- Proven ownership of forecasting, capacity planning, and QA functions at scale
- Experience managing frontline leaders in high-volume environments
- Strong analytical skills with demonstrated success building operational dashboards and reporting
- Deep familiarity with Zendesk and Twilio Flex preferred
- Track record of driving measurable performance improvement through process and systems optimization
- Comfort operating in a high-growth, high-accountability environment
Recruiting Process
Step 1 - Video call: Talent Acquisition interview
Step 2 - Video call: Hiring Manager interview
Step 3 - Video call: Team Interview
Step 4- Video call: Final Interview
Step 5 - Offer & background check
Welcome aboard!