Workforce Management Manager

About the Opportunity

The Workforce Management Manager will lead workforce management operations for an inside sales center supporting approximately 200 agents across two locations, including a predominantly remote workforce. This role oversees forecasting, scheduling, staffing, and real-time workforce optimization to ensure the efficient handling of daily lead volumes. The position plays a critical role in optimizing resources, maintaining service levels, and supporting operational performance within a seven-day operating environment.

Responsibilities

• Forecast inbound, outbound, and text contact volumes by interval, day, and week.
• Develop and publish staffing schedules aligned with forecasts, incorporating remote and flexible shifts.
• Manage scheduling, adherence, and coverage for a predominantly remote workforce operating across multiple states.
• Strategically staff outbound operations based on daily lead volume to optimize lead management and conversion opportunities.
• Monitor service levels, abandon rates, and schedule adherence, making real-time staffing adjustments as needed.
• Track agent activity and productive time to support performance management and coaching efforts.
• Manage PTO requests, shift changes, and coverage planning.
• Produce weekly adherence and exception reports and provide accurate workforce data for payroll processing.
• Optimize the use of the Verint workforce management platform to improve forecasting, scheduling, and operational efficiency.
• Design coverage models supporting approximately 98 weekly operating hours, including real-time monitoring and alerts.
• Incorporate shrinkage factors such as coaching, training, meetings, and quality assurance into staffing calculations.
• Plan workforce capacity for hiring classes, onboarding, seasonal demand, and anticipated changes in lead volume.
• Lead and develop two Workforce Management Analysts by establishing clear expectations, performance targets, and development opportunities.

Requirements

• Hands-on experience with Verint, including platform tuning and optimization.
• Proven workforce management experience supporting predominantly remote teams.
• Strong expertise in contact center forecasting, scheduling, and staffing.
• Demonstrated ability to monitor and adjust intraday staffing based on changing operational conditions.
• Strong communication skills with the ability to explain workforce management concepts to non-specialist leaders.
• Experience leading, supervising, or directing a small workforce management team.

Pay

Salary range of $90,000 to $110,000 USD.