Topstep

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. Topstep is a dynamic company seeking a Senior Manager of Support Operations to lead workforce planning and operational readiness for their multi-channel support organization. The role involves overseeing a team responsible for capacity forecasting, scheduling, and ensuring service levels are met while driving strategic planning and optimizing resource allocation. Responsibilities • Develop long-term capacity plans (quarterly/annual) based on growth forecasts, seasonality, and product launches • Partner with Finance and HR to create hiring and staffing plans aligned with budget targets • Daily ticket forecasting and personnel adherence oversight • Administrate Intercomm system and stay up to date on latest releases and enhancements • Maintain oversight on queue build-up and assure resources are diverted to areas in need to resolve backlogs • Build WFM strategy for multi-channel support (phone, chat, email, social, etc.) including coverage modeling by time zone • Lead strategic discussions with executive leadership on efficiency targets, staffing risks, and headcount forecasts • Administrate Assembled WFM scheduling • Maintain “what-if” modeling for surge scenarios • Oversee scheduling policies, shift bids, and agent preferences to balance efficiency and morale • Approve intraday management protocols (break optimization, queue balancing, overtime management) • Set strategies for flexible staffing (e.g., part-time, on-call, work-from-home models) • Track and report key metrics, such as forecast accuracy, schedule adherence, occupancy, and service level reporting for the department and Executive Leadership • Create daily team health reports for each manager (CSAT, Ticket Closures, Adherence, etc.) • Identify underutilized capacity or overstaffing and propose optimization strategies • Create documentation and SOPs for forecasting, scheduling, and real-time management processes Skills • 5 +years of experience in workforce management, customer service leadership, or support operations including experience in a senior management or higher level role • Proven expertise in forecasting, scheduling, and real-time management across multi-channel environments (chat, email, phone, social, etc.) • Hands-on experience with WFM and support systems such as Assembled, Intercom, Zendesk, Salesforce, or equivalent platforms • Strong understanding of capacity modeling, queue management, and service level optimization in a high-growth or fast-paced organization • Demonstrated ability to build and execute long-term staffing strategies that align with business growth, financial targets, and headcount plans • Experience partnering with Finance, HR, and Operations leaders to balance cost efficiency with customer experience goals • Strong background in operational strategy, workforce management, and process optimization • Ability to translate forecasts and business objectives into actionable staffing strategies and capacity plans • Focused on aligning staffing and operational strategies to deliver exceptional customer experiences • Bachelor's degree in Business Administration, Operations Management, or equivalent experience preferred • Skilled in using data to identify trends, forecast demand, and recommend optimization opportunities • Proficient in managing WFM systems and support tools, ensuring configuration and reporting align with business needs • Experience as part of a support team in a growing, fast-paced environment • Strong multitasking and time management skills • Basic understanding of Google Suites - Include Sheets, Docs, Slides, and Forms Benefits • 10 Company paid Holidays and generous Family Leave. • Paid time off is accrued monthly. • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees • Vacations are encouraged with a bonus for taking 5 consecutive days. • Employee referrals are bonused. • Topstep offers a food and groceries budget and contributes towards health and wellness. Company Overview • Topstep is a financial organization that enables resource traders to develop and learn in the trading industry. It was founded in 2012, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://www.topstep.com.