Workforce Management Manager

About the role

The Workforce Management Manager leads workforce planning, scheduling, and real-time management for assigned client accounts. The role translates client demand into staffing plans, manages productive-hour delivery, and directs workforce management supervisors, schedulers, and analysts. The manager partners with Operations and clients to address coverage risks, maintain accurate workforce data, and meet agreed service level and reporting requirements.

Responsibilities

• Prepare weekly capacity reports detailing active employee counts, seat capacity where applicable, required productive hours, forecasted availability, and staffing gaps by service line and channel.
• Maintain a rolling capacity plan using client forecasts, average handle time, occupancy, in-office and out-of-office shrinkage, attrition, training graduations, and planned time off.
• Validate Qualfon’s ability to meet client staffing requests.
• Recommend hiring, training, schedule changes, voluntary time off, and overtime based on the size, timing, and cost of projected gaps.
• Oversee schedule creation and publication within client deadlines.
• Align coverage to interval requirements, employee skills, operating hours, approved work rules, and adhere to applicable labor laws.
• Direct break and lunch placement, and schedule adjustments using forecasted demand, actual volume and performance, absenteeism, and queue conditions.
• Evaluate Operations requests for meetings, coaching, training, and other group activities or offline tasks by confirming employee availability, session size, duration, and coverage impact; provide alternate times when needed.
• Direct monitoring of required, scheduled, and actual staffing by queue and channel.
• Review service level, wait times, backlog, handle time, occupancy, attendance, and schedule adherence.
• Guide responses to staffing shortages, excess coverage, demand changes, and system disruptions.
• Coordinate approved schedule moves, queue support, overtime, and voluntary time off.
• Require timely escalation of staffing and adherence issues to required stakeholders.
• Communicate the impact, requested action, responsible owner, and follow-up time, then assess the result.
• Oversee alignment in relative aspects of Qualfon and client workforce management platforms, where applicable, including, but not limited to, schedules, transfer checks, activity mappings, employee identifiers, and resolution of missing or incorrect data.
• Use Qualfon and client workforce management platforms and tools, where applicable, to review staffing timelines, heatmaps, adherence, assess agent status, assigned work, queue coverage, workload conditions, and workforce reports.
• Coordinate employee profile updates, onboarding, deactivation, and approved skill changes with the responsible teams.
• Perform routine audits of Qualfon and client workforce management platforms and tools, where applicable, to validate employee status, access, and profile accuracy, including identifying and resolving active records for terminated employees.
• Identify and escalate system issues and maintain documented continuity procedures.
• Monitor employees who remain offline for extended periods and coordinate with Operations to confirm their status, document the reason, and address any attendance, system, or staffing concerns.
• Review required, scheduled, and actual hours, including productive and nonproductive time.
• Explain variances and identify corrective actions by week, service line,