Manager, Workforce Management

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Oversee a comprehensive reporting program that collects, prepares, trends, and analyzes operational activities.

• Create and implement operational policies and procedures in collaboration with key stakeholders.

• Develop and sustain reports, including those related to Call Center performance.

• Leverage workforce management tools and reporting dashboards to monitor occupancy, adherence, and shrinkage KPIs.

• Collaborate with operations, training, and quality teams to ensure workforce strategies align with business goals.

• Work across departments to standardize policies and enhance the accuracy of forecasting and resource utilization.

• Execute contingency plans during peak times or unexpected situations.

• Guide and mentor workforce analysts.

• Oversee performance and synchronize workforce activities with quality assurance, training schedules, and audit compliance.

• Track performance against key indicators set by the company and clients.

• Manage operations audits effectively.

• Provide in-depth analysis on service level misses and operational trends.

• Prepare executive leadership reports regarding SLAs, CSAT, and schedule adherence.

• Supervise Workforce Management software platforms such as UKG, NICE, Verint, Calabrio, or Assembled.

• Oversee quality assurance, training programs, and corrective measures for Workforce Management initiatives.

• Carry out responsibilities in accordance with company policies, procedures, and relevant federal, state, and local regulations.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's Degree in Business Administration, Statistics, Mathematics, Economics, or Data Science.

• Minimum of five (5) years of experience as a Workforce Management Manager.

• At least three (3) years in a leadership or people-management position.

• Experience in a Call Center environment is essential.

• Ability to convert complex datasets into actionable business insights for senior stakeholders.

• Proficient in clearly communicating staffing constraints and recommendations to both frontline staff and executive leadership.

• Skilled in troubleshooting unanticipated challenges such as volume spikes or staffing shortages in high-pressure situations.

• High proficiency in Excel and practical experience with Workforce Management systems, such as IEX, Verint, Salesforce, Zendesk, and Calabrio.

• Proven experience in managing teams, coaching junior analysts, and collaborating with Finance and HR departments, as well as advising senior leadership.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Generous paid time off and holiday policies.