Manager, Workforce Management

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

📋 Description

• Lead and nurture a team of Workforce Management (WFM) Analysts dedicated to supporting both Contact Center and Back Office operations.

• Provide daily coaching, manage performance, and facilitate professional growth.

• Act as the main point of escalation for scheduling conflicts, intraday staffing exceptions, and gaps in real-time monitoring.

• Oversee the creation and distribution of schedules for Contact Center and Back Office functions.

• Ensure that schedules fulfill coverage requirements, service level objectives, and turnaround time commitments.

• Maintain scheduling policies and standards, including processes for shift bidding, time-off management, exception handling, and schedule modifications.

• Collaborate with the Director of Resource Planning to translate staffing needs into actionable schedules.

• Supervise real-time monitoring and intraday management across Contact Center and Back Office queues.

• Establish protocols for escalation and create intraday response playbooks.

• Analyze performance trends and address adherence challenges, volume surges, and staffing shortages.

• Manage Back Office work distribution and queue management based on skills, complexity, and regulatory deadlines.

• Monitor inventory aging and ensure compliance with turnaround time across Claims, Utilization Management, and other back-office functions.

• Develop reports to assess scheduling effectiveness, adherence, real-time performance, and inventory health.

• Review and authenticate reports and dashboards for operational leaders.

• Track WFM metrics such as schedule adherence, occupancy, shrinkage, turnaround time compliance, and inventory aging.

• Conduct one-on-one meetings and team performance evaluations.

• Collaborate with operational leaders in both Contact Center and Back Office.

• Work with Resource Planning on capacity strategies and scheduling implementation.

• Enhance scheduling processes, tools, and workflows.

• Support WFM platform improvements, including configuration, testing, and rollout initiatives.

⛳️ Requirements

• A minimum of 5 years of progressive experience in workforce management, scheduling, or real-time analysis, with exposure to contact center and back office/operations settings.

• At least 2 years of experience in direct management of a team of WFM analysts or schedulers.

• Practical experience with WFM scheduling and real-time monitoring systems such as Verint, NICE, or Genesys.

• Familiarity with back-office work distribution tools.

• Strong understanding of scheduling policy design, including shift bidding, time-off management, and exception handling.

• Comprehensive knowledge of regulatory turnaround time requirements.

• Proven capability to act as an escalation point and make swift, sound decisions during intraday staffing fluctuations.

• Excellent coaching and performance management abilities.

• Candidates may be required to undergo a pre-employment criminal background check.

• Must reside in the United States.

🏝️ Benefits

• Opportunities for professional development.

• Potential travel requirements based on company needs.

• Reasonable accommodations for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.