Manager Workforce Management

Position Summary: Responsible for leading all aspects of workforce planning and real-time operations to optimize staffing and scheduling in a fast-paced contact center environment. This role utilizes advanced Workforce Management (WFM) platforms to forecast call volumes, develop staffing models, manage scheduling, and ensure optimal agent performance and adherence. The ideal candidate brings a strong analytical mindset, experience with WFM technologies, and a strategic approach to maximizing workforce efficiency and service levels.

Duties and Responsibilities:

• Lead end-to-end Workforce Management functions including forecasting, scheduling, capacity planning, and real-time monitoring to support contact center operations.
• Utilize workforce management platform to develop and maintain accurate forecasting models and scheduling processes.
• Oversee real-time intraday operations, making necessary staffing and schedule adjustments to ensure optimal service level performance.
• Monitor agent adherence, productivity, and performance; provide actionable insights and recommendations to leadership.
• Partner with contact center leadership to identify staffing gaps, optimize schedules, and implement workforce strategies aligned with operational goals.
• Create and maintain reports and dashboards to track KPIs such as service levels, occupancy, shrinkage, forecast accuracy, and schedule adherence.
• Develop and present short- and long-term workforce capacity plans based on historical data, business trends, and seasonal factors.
• Work cross-functionally with analytics, IT, HR, and operations teams to ensure data integrity and alignment across systems and strategies.
• Foster a culture of continuous improvement and operational excellence.
• Drive the adoption of WFM best practices and technology utilization to enhance efficiency and customer experience.

Education and Work Experience:

• Bachelor’s degree in Business, Analytics, Operations, or related field preferred.
• Minimum of 3 years of experience in a Workforce Management leadership role, preferably in a contact center environment.
• Hands-on experience with Five9, Verint, or comparable WFM platforms required.
• Proven ability to manage multiple priorities in a dynamic environment while delivering accurate and timely results.
• Proficiency in Microsoft Excel and workforce analytics/reporting tools.

Knowledge and Skills:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Leadership experience with the ability to manage and develop a team
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Excel and workforce analytics/reporting tools
• Ability to work in a fast-paced environment and manage multiple tasks

Hours Required:

• Varied Schedule but must be flexible and available to work additional hours outside of this standard schedule depending on project scope.
• Requires onsite attendance, this is NOT a work from home role.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. 
• The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:

• Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The usual environment is in a business office with a noise level in the work environment that is usually moderate.  
• This is an exempt position.

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable accommodation or other reasons.