Manager, Workforce Planning & Management

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

📋 Description

• Take charge of workforce forecasting by converting volume and Average Handling Time (AHT) assumptions into net Full-Time Equivalent (FTE) needs across various resource pools.

• Collaborate with Strategy & Operations on modeling and scenario planning initiatives.

• Develop and manage schedules for both internal teams and vendor partners.

• Lead weekly Workforce Management (WFM) coordination meetings, provide staffing plans to Business Process Outsourcing (BPO) managers, and proactively oversee headcount, attrition, and coverage gaps throughout the operation.

• Keep a close watch on real-time Service Level Agreement (SLA) performance, utilizing systems and analysts to identify areas that require attention.

• Establish clear priorities and operational rhythms for a team of WFM analysts.

• Manage weekly and monthly WFM reporting, addressing ad hoc inquiries from operations and senior leadership with well-supported, data-driven responses.

⛳️ Requirements

• A Bachelor’s degree is required.

• Strong analytical and quantitative abilities, with a knack for working with imperfect data and converting analysis into clear, justifiable recommendations.

• Advanced expertise in Microsoft Excel, including complex formulas, pivot tables, and data analysis techniques.

• Familiarity with workforce management principles, such as Erlang modeling, shrinkage and occupancy calculations, multi-skill routing, and intraday management.

• Excellent verbal communication skills, capable of presenting findings, addressing questions spontaneously, and conveying information clearly and confidently at all organizational levels.

🏝️ Benefits

• We provide a remote-first work environment.

• Competitive salary package.

• Comprehensive benefits package that includes:

• Opportunities for career growth and development within a mission-driven organization.

• Competitive salary, annual bonus opportunities, and equity options.

• Extensive medical, dental, and vision insurance coverage.

• 401(k) plan with company matching contributions.

• Generous paid time off (PTO), paid company holidays, and parental leave benefits.