The opportunity
Hi! I'm Allie, Head of Support at Ashby.
What you'll do
Build and maintain global schedules that align required coverage with our: headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules.
Partner with Support Managers to evolve schedules as the team grows, regions: expand, and needs change, including managing shift-change and time-off workflows.
Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values.
Account for skill distribution and routing so the right work reaches the right people.
Monitor queues and team activity in real time, tracking how we're pacing: against schedule and SLA throughout the day.
Make and recommend live adjustments (re-prioritization, coverage shifts,: breaks/offline time) to keep service levels healthy as volume and complexity fluctuate.
What they're looking for
- Spot intraday risks early and communicate them clearly, coordinating with: Support Managers to respond without creating unnecessary alarm.
- Manage real-time exceptions (spikes, outages, unplanned absences) with sound: judgment and a calm, collaborative approach.
- Track team data and behaviors as inputs that improve planning, not as compliance metrics to enforce.
- Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.
