CX Resource & Staffing Manager

Job Description

REQUIREMENTS

• Experience in professional services operations, resource coordination, staffing, delivery operations, or a similar operational environment.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and keep work moving across competing requests.
• Comfort working in professional services automation (PSA), scheduling, customer relationship management (CRM), or similar systems; Kantata experience is a plus.
• Solid analytical skills and confidence using spreadsheets, dashboards, and operational data to identify patterns, risks, and follow-up actions.
• Clear communication skills and the ability to work effectively with delivery managers, project managers, and peers on staffing updates and schedule changes.
• A practical, process-oriented approach to improving workflow quality, request handling, and data hygiene in a fast-moving environment.
• Ability to work well in a remote, asynchronous setting while staying organized, responsive, and aligned with team priorities.
• Interest in growing from strong tactical execution into broader support for forecasting, capacity analysis, and workforce planning.

RESPONSIBILITIES

• Manage staffing and allocation activities across assigned EMEA engagements, matching available resources to project requirements, schedules, and regional considerations.
• Maintain resource allocations in Kantata and quickly identify scheduling conflicts, coverage gaps, and changes that could affect delivery plans.
• Monitor utilization and allocation health, surfacing over-allocation, under-allocation, and bench risks early so teams can respond in time.
• Prepare recurring staffing views, dashboards, and operational updates that help delivery leadership understand current capacity and near-term needs.
• Coordinate resource request workflows from intake through assignment, ensuring requests are complete, routed correctly, and handled consistently.
• Support cross-team and cross-region resource sharing, including coordination that helps teams work effectively across broader delivery needs.
• Maintain accurate workforce data for assigned resources, including skills, certifications, language capabilities, and availability details.
• Reinforce process adoption and improve workflow consistency, helping the team build toward stronger forecasting, capacity planning, and operational partnership over time.

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