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A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You’ll work across teams, influence key decisions, and help shape the path forward. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.

Job summary

The Manager of Workforce Management & Planning (WFM) ensures Customer Support (CS) has the right staffing, skills, and capacity to meet global SLOs. The role oversees forecasting, scheduling, capacity planning, queue and skills‑based routing, and real‑time performance monitoring across all tiers, channels, languages, and regions. The manager partners with Tiers leadership, offshore partners, QA, GTM, Process Governance, and Finance to build scalable workforce models that support growth, efficiency, and a high‑quality customer experience. This role reports to the Senior Director, Customer Support Operations in Warsaw.

Responsibilities

Forecasting & Planning

• Build and maintain short‑, mid‑, and long‑term forecasts across tiers, segments, channels, languages, and geographies

• Develop scalable staffing models for new products, seasonal peaks, and growth cycles

• Create annual and periodic headcount plans with Finance and CS leadership

• Align planning assumptions, staffing models, and KPIs with offshore partners

Workforce Operations

• Lead global scheduling to consistently meet SLO and response‑time targets

• Oversee real‑time performance monitoring, queue health, routing efficiency, and adherence

• Identify SLO risks and implement mitigation actions (overtime, staffing shifts, partner balancing, routing changes)

• Optimize queue, skills, and routing configurations to improve operational flow

Performance Management

• Define centralized WFM metrics for capacity use, productivity, and staffing efficiency

• Track performance against targets and drive corrective actions

• Partner with QA and Tiers leadership to link forecasting accuracy with CSAT, productivity, and efficiency outcomes

Cross‑Functional Collaboration

• Work with GTM and Process Governance on product rollouts, process changes, and system enhancements

• Partner with Finance on budgets, cost‑to‑serve modeling, and long‑range planning

• Collaborate with offshore BPO/WFM teams to ensure reporting quality and operational alignment

Qualifications

• 5+ years in WFM, Planning, or Support Operations in global, multi‑channel environments

• Strong analytical skills (forecasting, modeling, capacity planning, routing design)

• Financial acumen to translate workforce decisions into operational metrics

• Experience with modern WFM tools

• Ability to lead distributed teams (Bogotá, Singapore) and influence cross‑functional partners

• Strong problem‑solving, prioritization, stakeholder management, and communication abilities

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability.  If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. 

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