Workforce Manager

We’re looking for an experienced Workforce Management Leader to drive forecasting, capacity planning, scheduling, and performance optimization across a fast-paced, high-volume operation. In this role, you’ll partner closely with Operations and WFM leadership to ensure workforce strategies support client commitments, financial goals, and an exceptional level of service.

You’ll have the opportunity to lead a high-performing WFM team while improving the processes, analytics, and methodologies that shape how we plan and deploy our workforce.

• →Improve forecasting, scheduling, and capacity-planning methodologies.
• →Lead workforce performance reviews with WFM and Operations leadership.
• →Analyze staffing, roster accuracy, utilization, and capacity trends.
• →Optimize call-routing strategies to strengthen service levels and productivity.
• →Manage VTO and OT targets to balance service requirements and financial goals.
• →Conduct scenario modeling and simulations to support workforce decisions.
• →Translate workforce data into actionable insights for leadership.
• →Lead and develop Planners, Schedulers, and Real-Time Analysts.
• →Partner with Operations to identify and implement continuous improvement opportunities.

• 7+ years of WFM, forecasting, planning, or analytics experience.
• 5+ years of leadership experience managing WFM teams.
• Strong background in forecasting, capacity planning, scheduling, and performance reporting.
• Experience with Verint, Genesys, IEX, or NICE.
• Advanced Microsoft Excel and data visualization skills.
• Strong analytical, communication, presentation, and stakeholder-management capabilities.
• Experience influencing senior leaders and translating complex data into business recommendations.
• Bachelor’s degree in a relevant field or equivalent professional experience; master’s degree preferred.

Please note that we are not accepting resumes for this position from external staffing agencies or recruiters. To be considered for this role, please submit your application directly through our official career portal.