Workforce Management Manager

About the role

MCI is a leading tech-enabled business services company offering Customer Experience, Business Process Outsourcing, and Anything-as-a-Service solutions. We are seeking a Workforce Management (WFM) Manager to lead workforce strategy, ensuring optimal staffing and service level performance.

Responsibilities

• Manages and supports Workforce Management Analysts, ensuring clear direction, accurate data, and necessary tools for effective forecasting, scheduling, and real-time management.
• Ensures timely completion of workforce-related requirements, deliverables, and reporting, aligned with operational needs and client expectations.
• Oversees the forecasting cycle, including long-term, short-term, and intraday projections, using data insights to guide resource planning, staffing models, and service level strategies.
• Leads capacity planning by evaluating historical trends, future volume projections, shrinkage assumptions, and staffing constraints to prepare for demand.
• Develops and maintains scheduling strategies that balance operational efficiency, employee experience, and service level objectives, ensuring seamless coverage.
• Aligns staffing models with operational goals by collaborating with Operations, HR, and Finance to support productivity and service excellence.
• Drives continuous improvements in workforce planning processes through analysis, process gap identification, automation opportunities, and workflow optimization.
• Promotes insights and recommendations on staffing risks, service level threats, and operational bottlenecks to enable proactive decision-making.
• Supports workforce tool usage and updates, ensuring accurate forecasting and real-time visibility.
• Prepares and adjusts staffing scenarios, coordinates mitigation strategies with cross-functional teams, and manages business continuity and contingency planning.

Requirements

• 3+ years of Workforce Management experience in a complex contact center environment, supporting high-volume operations, multi-skill queues, and dynamic staffing needs.
• Strong expertise in forecasting, capacity planning, and scheduling, with proven ability to build accurate models, interpret historical trends, and adjust staffing plans.
• Leadership experience managing WFM teams, including coaching analysts, delegating responsibilities, and ensuring high performance.
• Advanced analytical and reporting capabilities, working with large datasets, identifying performance trends, creating actionable insights, and presenting data clearly.
• Ability to translate workforce data into operational strategy, partnering with cross-functional teams to influence decision-making, staffing plans, budget discussions, and service-level improvement initiatives.
• Hands-on experience with real-time operations and service-level recovery plans, managing intraday adjustments, responding to unexpected volume spikes, and coordinating mitigation efforts.
• Strong communication, stakeholder management, and problem-solving skills, influencing without authority and collaborating across departments.
• High proficiency in WFM tools, Excel/Google Sheets, and reporting platforms, enabling accurate forecasting, schedule creation, and performance monitoring.
• Deep understanding of contact center KPIs, translating them into operational success.
• Certifications or advanced proficiency in major workforce management platforms.
• Experience supporting multi-site, multi-language, or global operations, with exposure to varied staffing models, regional labor considerations, or time-zone-based complexities.
• Background in financial modeling, budget forecasting, or scenario planning, supporting long-term operational strategies, hiring plans, and cost optimization initiatives.
• Experience implementing new WFM systems, automation tools, or reporting dashboards, contributing to the modernization and scalability of workforce planning functions.
• Familiarity with AI-assisted forecasting, machine learning models, or advanced analytics, driving innovation in WFM processes.

Qualifications

• Education: Associate Degree, Certification, or equivalent combination of training and experience.
• Min. Years Experience: 3 years.

Skills

• Workforce Management Expertise
• Forecasting and Capacity Planning
• Scheduling and Real-Time Management
• Leadership and Team Management
• Advanced Analytical and Reporting Capabilities
• Communication and Stakeholder Management
• Real-Time Operations and Service-Level Recovery
• WFM Tools Proficiency
• Contact Center KPI Understanding
• Automation and Modernization Experience
• AI and Analytics Familiarity

Benefits

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members. These include:

• Paid Time Off
• Incentives & Rewards
• Health Benefits
• Retail Savings
• Disability Insurance
• Life Insurance
• Supplemental Insurance
• Career Growth
• Paid Training
• Fun, Engaging Work Environment
• Casual Dress Code

Pay

Compensation is based on experience and is competitive. Specific details are provided in the job description.

Schedule

The role operates in a professional office environment, requiring sitting/standing for long periods and operating computers and office equipment. Physical demands include reaching, lifting up to 40 pounds, and moving objects.