Manager, Workforce Management

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

📋 Description

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

• Act as the primary Workforce Management point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable insights.

• Manage the overall Workforce Management practice across supported programs, ensuring that staffing, scheduling, and performance monitoring activities align with operational objectives and client expectations.

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

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

• Construct scenario models for ramp-up, attrition, seasonal demand, and the launch of new programs.

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

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

• Collaborate with client-facing teams to identify Workforce Management-related growth opportunities within existing accounts.

• Assist in expansion discussions by modeling capacity needs associated with new channels, geographies, or product lines.

• Serve as a Workforce Management subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.

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

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

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

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

• Review and authorize overtime plans, leave planning, and shift adjustments as necessary to maintain optimal staffing coverage.

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

• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity goals.

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

• Interpret and convey Workforce Management metrics through Metabase dashboards, providing actionable insights for operations leaders and clients.

• Design and uphold Workforce Management reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.

• Provide regular reports on workforce performance and deliver data-driven insights and recommendations to enhance operational outcomes.

• Identify workforce risks and suggest mitigation strategies.

• Lead initiatives aimed at improving forecasting accuracy, scheduling efficiency, and overall workforce optimization.

• Promote continuous improvement across Workforce Management processes, tools, and reporting standards as Boldr’s operations and client portfolio expand.

⛳️ Requirements

• 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 environment, with a minimum of 2 years in a supervisory or managerial role.

• Proficiency in Workforce Management tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills.

• Proven experience in building staffing plans and headcount business cases with measurable outcomes.

• Practical experience with scheduling platforms; familiarity with Assembled is a significant advantage.

• Proficient in Metabase or similar BI/reporting tools for data interpretation and dashboard management.

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

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

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

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

• Nice to Have:

• Experience in a BPO or outsourced customer experience setting, particularly in support of multiple client accounts.

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

• Exposure to implementation or onboarding workflows where Workforce Management inputs are necessary early in the client lifecycle.

• Experience in establishing Workforce Management functions from the ground up or in a startup or scale-up context.

• Bachelor's degree in Business, Statistics, Operations Management, or a related field.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Flexible work environment with remote options.

• Comprehensive health benefits package.

• Collaborative work culture that values innovation and teamwork.