Workforce Manager

Were seeking a Workforce Manager to own end-to-end workforce management for our customer-facing operations. You will lead forecasting, capacity planning, scheduling, real-time management, and performance reporting to ensure we meet service levels efficiently while controlling costs. This role partners closely with Operations, Finance, HR, and Technology to align staffing with demand across channels and sites.

What youll do

• Forecasting and capacity planning

  • Build short-, mid-, and long-term volume/duration forecasts by channel (voice, chat, email, social).

  • Translate demand into staffing plans incorporating shrinkage, learning curves, seasonality, and initiatives.

  • Maintain hiring plans and headcount ramps with Operations and Talent Acquisition.

• Scheduling and intraday planning

  • Create and optimize agent schedules, rotations, and PTO plans to meet SLAs and occupancy targets.

  • Manage shift bids, time-off approval rules, and schedule adherence policies.

  • Design and calibrate multi-skill, multi-channel routing strategies and overflow rules.

• Real-time management (RTA)

  • Monitor queues and KPIs; execute playbooks (re-skill, overtime, VTO, deflection, backlog plans).

  • Communicate intraday performance and recovery actions to stakeholders.

• Reporting and analytics

  • Build executive and operational dashboards for SL, ASA, AHT, adherence, occupancy, backlog, and cost.

  • Measure forecast accuracy, staffing variance, schedule efficiency, and shrinkage drivers; run root-cause analyses.

  • Provide weekly/monthly business reviews with insights and actions.

• Tooling and data

  • Administer WFM platforms; ensure accurate configuration (queues, skills, calendars, holidays).

  • Partner with Data/Engineering to improve data pipelines and build planning models.

  • Drive automation for forecasting, scheduling, and alerting.

• Continuous improvement and leadership

  • Lead WFM analysts/RTA specialists; develop standards and SOPs.

  • Run experiments on staffing strategies, AHT reduction, and channel mix optimization.

  • Ensure compliance with labor laws, union rules (if applicable), and internal policies.

Qualifications

• 2+ years in Workforce Management for contact centers or similar operations

• Proven ownership of forecasting, scheduling, and real-time functions for multi-skill, multi-channel environments.

• Hands-on with WFM tools (e.g., NICE IEX, Verint, Calabrio, Injixo, Genesys WEM, AWS/QM/WFM, Five9).

• Strong Excel/Google Sheets; familiarity with SQL and BI tools (e.g., Tableau, Looker, Power BI).

• Solid grasp of queueing/contact center math (Erlang-C/X, service level trade-offs, shrinkage, occupancy).

• Excellent stakeholder communication; able to influence and drive decisions with data.

• Bachelors degree in Business, Operations, Mathematics, Statistics, or equivalent experience.