Manager, Workforce Management

About the role

As the Manager, Workforce Management, you will be responsible for the end-to-end workforce lifecycle—from long-term forecasting to real-time execution. You will lead a dedicated team of analysts to ensure we meet rigorous service level agreements (SLAs) and contractual requirements. This is a high-impact and high-volume role that bridges the gap between operational data and strategic execution, ensuring our resources are optimized and our teams are audit-ready.

Responsibilities

• Manage an effective reporting program that gathers, prepares, trends, and analyzes operational activity as necessary for all project areas.
• Develop and implement operational policies and procedures in collaboration with other key stakeholders.
• Develop and maintain reports in areas including Call Center performance.
• Utilize workforce management tools and reporting dashboards to track KPIs such as occupancy, adherence, and shrinkage.
• Partner with operations, training, and quality teams to align workforce strategies with business objectives.
• Collaborate across departments to implement standardized policies and improve the accuracy of forecasting and resource utilization.
• Implement contingency plans to maintain service levels during peak periods or unforeseen events.
• Manage and mentor workforce analysts, fostering a culture of high performance and data-driven decision-making.
• Supervise performance and align workforce activities with quality assurance, training schedules, and audit compliance.
• Monitor performance against key indicators established internally or by the clients.
• Manage audits of operations.
• Provide deep-dive analysis on service level misses and operational trends to drive continuous improvement.
• Compile data into reports for executive leadership on key metrics like Service Level Agreements (SLAs), Customer Satisfaction (CSAT), and Schedule Adherence.
• Oversee specialized Workforce Management software platforms such as UKG, NICE, Verint, Calabrio, or Assembled to automate scheduling and tracking.
• Manage all Workforce Management projects' quality assurance and training programs as well as corrective actions to ensure compliance.
• Perform other duties as assigned.

Requirements

• Bachelor's Degree in Business Administration, Statistics, Mathematics, Economics, or Data Science.
• Five (5) or more years of Workforce Management Manager experience.
• Three (3) or more years in a leadership or people-management role.
• Call Center experience required.

Skills

• Ability to translate complex datasets into actionable business narratives for senior stakeholders.
• Excellence in conveying staffing constraints and recommendations clearly to both frontline staff and executive leadership.
• Capability to troubleshoot unexpected challenges like volume spikes or staffing shortages under high pressure.
• High proficiency in Excel and hands-on experience with Workforce Management systems (e.g., IEX, Verint, Salesforce, Zendesk, Calabrio).
• Experience managing teams, coaching junior analysts, and partnering with Finance and HR departments as well as advising senior leadership.

Benefits

We are proud to provide comprehensive, high-quality employee programs to meet employees' needs now and in the future, including a very competitive financial package.