Manager, Workforce Management

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Lead, mentor, and develop a team of Workforce Analysts and Schedulers, offering guidance on workload management, performance metrics, and career advancement. Cultivate a culture of accuracy, accountability, and continuous improvement within the Workforce Management function.

• Act as the main WFM contact for internal stakeholders and client discussions, converting workforce data into clear business narratives and actionable insights.

• Manage the overall Workforce Management practices across supported programs, ensuring that staffing, scheduling, and performance monitoring activities meet operational targets and client expectations.

• Create and sustain data-driven staffing plans for Boldr’s existing and prospective teams and client accounts, converting volume forecasts into headcount recommendations.

• Formulate and present business cases for headcount requirements using historical data, growth forecasts, and productivity benchmarks.

• Develop scenario models for ramp-up, attrition, seasonal demand, and new program introductions.

• Utilize AI tools and automation to enhance forecast accuracy and decrease time-to-insight regarding staffing models.

• Ensure that capacity plans are in line with client targets, budgets, and operational resources.

• Collaborate with client-facing teams to pinpoint WFM-related growth opportunities within existing accounts.

• Assist in expansion discussions by modeling capacity requirements linked to new channels, geographies, or product offerings.

• Act as a WFM subject matter expert in client meetings, translating complex workforce data into clear business narratives.

• Work with clients to validate forecast assumptions and deliver strategic recommendations that enhance operational performance and client satisfaction.

• Oversee scheduling operations across supported programs using tools like Assembled, ensuring that SLA targets and efficiency goals are achieved.

• Build and maintain scheduling frameworks that consider time zones, skill routing, and multi-channel support environments.

• Guarantee accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.

• Review and approve overtime plans, leave scheduling, and shift modifications as needed to ensure optimal staffing coverage.

• Supervise intraday monitoring of volumes, queues, and agent performance.

• Track real-time adherence and adjust intraday coverage as necessary to uphold service levels and productivity objectives.

• Direct real-time operational adjustments and communicate action plans to Operations leadership to mitigate service risks.

• Interpret and convey WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.

• Design and uphold WFM reporting standards across the practice, including metrics for occupancy, shrinkage, utilization, SLA attainment, and adherence.

• Provide regular reports on workforce performance and offer data-driven insights and recommendations for improving operational outcomes.

• Collaborate with data and analytics team members to enhance reporting infrastructure as the practice scales.

• Identify workforce risks and suggest mitigation strategies.

• Lead initiatives to enhance forecasting accuracy, scheduling efficiency, and overall workforce optimization.

• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio expand.

⛳️ Requirements

• Curious and genuine, just like us! #beboldr.

• A creator who thrives on establishing structure where little exists.

• Analytically inclined yet capable of communicating the story behind the numbers.

• Naturally collaborative and comfortable influencing without direct authority.

• Eager to explore emerging tools and integrate AI-assisted approaches into daily WFM tasks.

• Client-focused, with an instinct for how operational decisions impact client satisfaction and growth.

• YOU HAVE…

• A bachelor’s degree in Business, Statistics, Operations Management, or a related field (preferred).

• 4–6 years of Workforce Management experience in a BPO/contact center setting, with at least 2 years in a supervisory or managerial capacity.

• Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or similar) and advanced skills in MS Excel.

• A proven record of developing staffing plans and headcount business cases with measurable outcomes.

• Hands-on experience with scheduling platforms, with familiarity with Assembled as a strong advantage.

• Proficiency in Metabase or similar BI/reporting tools for data analysis and dashboard management.

• Demonstrated ability to leverage AI tools (e.g., ChatGPT, Claude, Copilot) to enhance analysis, automate workflows, or create models.

• Excellent communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders.

• Experience in leading or mentoring workforce analysts, schedulers, or WFM specialists.

• Comfort in managing multiple client programs concurrently in a fast-paced, ambiguous environment.

• Nice to Have…

• Experience in a BPO or outsourced CX environment, particularly supporting multiple client accounts.

• Familiarity with Erlang C modeling or other contact center volume forecasting methods.

• Exposure to implementation or onboarding processes where WFM inputs are crucial early in the client lifecycle.

• Experience establishing WFM functions from scratch or in a startup or scale-up environment.

• A bachelor’s degree in Business, Statistics, Operations Management, or a related discipline.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Flexible work schedules and remote work options.

• A vibrant company culture that promotes diversity and inclusion.