Description

You will own the operating system behind CharterUP's service floor, managing Team Leads, building forecasting rigor, enforcing utilization standards, and optimizing systems that power service delivery as volume scales.

Requirements

• Experience in workforce management and quality assurance
• Ability to manage team leads and front-line representatives
• Strong forecasting and capacity modeling skills
• Experience with SLA-driven environments
• Remote-first work capability

Responsibilities

• 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
• Directly manage Service Team Leads, standardizing queue management, call monitoring, QA scoring, and coaching