Manager, Workforce Management
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Job Description
Workforce Management Manager optimizing call center staffing, forecasting, and service levels. Leading analysts, managing WFM platforms, and driving audit-ready operational performance.
Responsibilities:
- Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity
- Develop and implement operational policies and procedures with key stakeholders
- Develop and maintain reports, including Call Center performance reports
- Utilize workforce management tools and reporting dashboards to track occupancy, adherence, and shrinkage KPIs
- Partner with operations, training, and quality teams to align workforce strategies with business objectives
- Collaborate across departments to standardize policies and improve forecasting and resource utilization accuracy
- Implement contingency plans during peak periods or unforeseen events
- Manage and mentor workforce analysts
- Supervise performance and align workforce activities with quality assurance, training schedules, and audit compliance
- Monitor performance against internal and client-established key indicators
- Manage operations audits
- Provide deep-dive analysis on service level misses and operational trends
- Compile executive leadership reports on SLAs, CSAT, and schedule adherence
- Oversee Workforce Management software platforms such as UKG, NICE, Verint, Calabrio, or Assembled
- Manage quality assurance, training programs, and corrective actions for Workforce Management projects
- Perform duties in accordance with company policies, procedures, and applicable federal, state, and local laws
- Perform other duties as assigned
Requirements:
- Bachelor's Degree Business Administration, Statistics, Mathematics, Economics, or Data Science
- Five (5) or more years Workforce Management Manager experience
- Three (3) or more years in a leadership or people-management role
- Call Center experience required
- Ability to translate complex datasets into actionable business narratives for senior stakeholders
- Excellence in conveying staffing constraints and recommendations clearly to both frontline staff and executive leadership
- Capability to troubleshoot unexpected challenges like volume spikes or staffing shortages under high pressure
- High proficiency in Excel and hands-on experience with Workforce Management systems, e.g., IEX, Verint, Salesforce, Zendesk, Calabrio
- Experience managing teams, coaching junior analysts, and partnering with Finance and HR departments as well as advising senior leadership
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