Manager, Workforce Planning
Position Summary
The Wireless Workforce Manager owns end-to-end workforce management for the wireless back-office contact center, ensuring optimal staffing, scheduling, and performance across a multi-carrier environment. This role is accountable for forecasting demand, building efficient schedules, and managing vendor capacity to meet service levels. The manager monitors real-time performance, drives operational adjustments, and ensures alignment to volume and activation demand. They deliver executive reporting on productivity, service, and spend, while maintaining data integrity. Partnering with operations, carriers, and technology, they support system enhancements and scalability, while driving automation, cost efficiency, and continuous improvement in a high-volume environment.
About the team
The Wireless Backoffice Activation Support team ensures smooth execution of postpaid and prepaid carrier activations across retail and digital channels. The team supports store associates and partners by resolving activation issues, managing validations, and handling escalations to complete orders efficiently. Focused on enhancing first-pass activation success and reducing fallout, the team drives process improvements, system upgrades, and automation to boost operational efficiency. By supporting new carrier programs and initiatives, the team plays a vital role in stabilizing activations, safeguarding revenue, and improving the overall customer experience.
What you'll do
- Own end-to-end workforce planning, including forecasting, scheduling, and capacity management across a multi-carrier contact center.
- Develop optimized staffing models aligned to volume, activation demand, and service level targets.
- Administer workforce platforms and manage queue configurations.
- Monitor real-time performance and drive intraday adjustments to meet key metrics.
- Lead vendor performance and ensure contractual compliance.
- Deliver executive reporting on volume, productivity, and cost.
- Own workforce budgeting and peak event planning.
- Own Onboarding / Offboarding of Agents in company systems.
- Ensure data accuracy, governance, and compliance across workforce systems and reporting.
What you'll bring
- Strong workforce management expertise, including forecasting, scheduling, and capacity planning in high-volume contact center environments
- Deep understanding of WFM metrics (AHT, shrinkage, occupancy, abandonment) and their impact on service levels and cost
- Hands-on experience with workforce platforms (e.g., NICE CXone) and staffing optimization tools
- Advanced analytical skills with the ability to interpret operational data and drive decision-making
- Experience managing vendor performance across onshore and offshore teams
- Strong financial acumen with ownership of budgeting, labor cost control, and efficiency targets
- Proven ability to communicate clearly and deliver executive-ready insights
- High ownership mindset with the ability to operate in fast-paced, high-impact environments and drive continuous improvement.
Benefits
- Competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet.
- Health benefits include medical, vision and dental coverage.
- Financial benefits include 401(k), stock purchase and company-paid life insurance.
- Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
- Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
Minimum Qualifications
- A Bachelor’s degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 2 years’ experience in data management, business analytics, statistics, or related area
- OR 4 years’ experience in data analysis, statistics, computer science, or related area.
Preferred Qualifications
- A Master's degree in Analytics, Statistics, Computer Science, Mathematics or related field
- Project Management Certification
- Six Sigma certification