Workforce Manager

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

📋 Description

• Assess historical data to predict call volume and workload trends.

• Create both short-term and long-term staffing models.

• Oversee real-time adherence and staffing levels.

• Suggest adjustments based on performance metrics.

• Construct and uphold employee schedules.

• Manage shift bids, PTO arrangements, and staffing coverage.

• Assist in making intraday management decisions.

• Ensure staffing aligns with service-level objectives.

• Maintain Workforce Management platforms (e.g., Zendesk, ADP).

• Configure queues, skills, schedules, and forecasting parameters.

• Resolve system issues and collaborate with IT/vendors.

• Aid in upgrades and enhancements.

• Collaborate with operations leaders on staffing strategies.

• Identify opportunities for efficiency improvements.

• Assist in workforce planning meetings and maintain documentation and process workflows.

⛳️ Requirements

• Bachelor’s degree in Business, Analytics, IT, or a related field (or equivalent experience).

• A minimum of 2 years of Workforce Management or call center analytics experience.

• Proficiency with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.).

• Advanced skills in Excel (including pivot tables, formulas, and trend analysis).

• Strong analytical and problem-solving skills.

• High attention to detail and data accuracy.

• Experience in supporting multi-site or multi-channel environments is preferred.

• Familiarity with SQL, Power BI, or Zendesk “CRM” is preferred.

• Knowledge of forecasting models is preferred.

• Background in healthcare, contact center, or operations is preferred.

🏝️ Benefits

• Extensive medical, dental, vision, and life insurance coverage.

• 401(k) retirement plan with employer matching.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).

• Paid time off (PTO) and disability leave.

• Employee Assistance Program (EAP).