Manager, Workforce Optimization

Responsibilities

• Workforce Planning & Forecasting
• Build short- and long-term staffing forecasts based on call volume, workload, and business needs
• Use historical data to improve forecast accuracy and staffing levels
• Partner with Operations leaders to plan for seasonal trends and changing demand
• Scheduling & Staffing
• Create and manage schedules to meet service levels and control staffing costs
• Adjust staffing throughout the day based on volume, attendance, and performance
• Ensure schedules follow labor laws and company policies
• Real-Time Monitoring
• Oversee real-time performance, schedule adherence, and service levels
• Make staffing adjustments during the day (e.g., volume changes, absences, system issues)
• Provide clear updates and recommendations to Operations leaders
• Reporting & Continuous Improvement
• Track and report on forecast accuracy, staffing levels, and team performance
• Build and maintain dashboards and reports for leadership
• Identify inefficiencies and work with teams to improve processes

Qualifications

• Bachelor’s degree in Business, Operations Management, Mathematics, or a related field (or equivalent experience)
• 5+ years of progressive leadership experience in workforce management, operations analytics, process improvement, or business intelligence reporting within a contact center or similarly complex service environment, including at least 2 years in a supervisory or managerial capacity
• Experience in an omnichannel contact center environment
• Working knowledge of SQL, Power BI, Tableau, or similar business intelligence tools to support reporting strategy, data analysis, and executive visibility
• Familiarity with CRM or telephony systems (e.g., RingCentral, NICE, etc.)
• Knowledge of process improvement methodologies, such as Lean or Six Sigma, and their application to operational efficiency, workflow optimization, and service performance
• Strong problem-solving and analytical skills, with the ability to turn data into clear, useful insights
• Demonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent) to support planning, staffing, and operational performance management
• Experience reviewing data and explaining key takeaways to support business decisions
• Clear communication skills and the ability to work well with different teams
• Advanced skills in Excel and experience using reporting or data tools