Manager, Workforce Management

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

📋 Description

• Lead, mentor, and cultivate a workforce management team.

• Create both short-term and long-term staffing forecasts utilizing volume, handle time, seasonality, growth, marketing, product, claims, and business data.

• Develop and uphold staffing models that align with service level, speed of answer, abandonment, productivity, occupancy, utilization, shrinkage, training, sales, retention, and budget objectives.

• Supervise schedule creation, shift bidding, time-off planning, shrinkage assumptions, and coverage strategies for both internal and outsourced teams.

• Track real-time performance in the contact center and guide intraday actions.

• Provide operational leaders with insights on volume trends, staffing shortages, service risks, queue performance, and mitigation strategies.

• Collaborate with teams across customer service, sales, claims, billing, retention, quality assurance, training, compliance, product, finance, analytics, technology, and vendor management.

• Establish reporting rhythms for workforce management on a daily, weekly, monthly, and executive level.

• Analyze performance trends and root causes to enhance forecast accuracy, schedule efficiency, adherence, productivity, and cost-to-serve.

• Support product launches, partner initiatives, regulatory adjustments, process modifications, technology rollouts, and contact routing changes.

• Ensure service processes are compliant, accurate, and empathetic.

• Develop dashboards, reports, and performance narratives that include recommendations and actionable plans.

• Collaborate with vendor management and BPO partners regarding staffing plans, forecast assumptions, schedule coverage, performance risks, and operational readiness.

• Propel continuous improvement through workforce tools, automation, AI-enabled forecasting, self-service reporting, and process enhancements.

• Execute other assigned duties and responsibilities.

⛳️ Requirements

• 7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or a related discipline.

• 3+ years of leadership experience, including managing workforce management analysts, schedulers, real-time analysts, or operations support specialists.

• Proven experience in a high-volume, multi-skilled contact center environment across various channels such as phone, email, chat, messaging, case management, or back-office workflows.

• Extensive knowledge of forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modeling.

• Ability to analyze operational data, discern trends, evaluate root causes, and convert insights into actionable recommendations.

• Experience working cross-functionally with operations, training, quality assurance, finance, technology, analytics, compliance, and vendor teams.

• Excellent communication skills to effectively engage with frontline leaders, senior leaders, and non-technical stakeholders.

• Proficiency in Microsoft Excel, PowerPoint, Word, Outlook, reporting dashboards, and workforce management or contact center software.

• Capability to thrive in a fast-paced, performance-oriented environment.

• Preferred: experience managing remote, hybrid, multi-site, omnichannel, or outsourced contact center teams.

• Preferred: hands-on experience with workforce management platforms, telephony systems, CRM tools, quality monitoring systems, and business intelligence dashboards.

• Preferred: track record of enhancing forecast accuracy, schedule efficiency, adherence, service level performance, and cost efficiency.

• Preferred: Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or a related field, or equivalent practical experience.

🏝️ Benefits

• Comprehensive full medical, dental, and vision insurance.

• Basic life insurance at no cost to the employee.

• Company-funded short-term and long-term disability coverage.

• 12 weeks of 100% paid parental leave.

• Health Savings Account (HSA).

• Flexible Spending Accounts (FSA).

• Retirement savings plan.

• Personal paid time off.

• Paid holidays and a company-wide Wellness Day off.

• Paid time off to volunteer at nonprofit organizations.

• Pet-friendly office environment.

• Commuter benefits.

• Group pet insurance.

• On-the-job training and skills development.

• Employee Assistance Program (EAP).

• Eligibility for bonus or incentive pay.