Workforce Management Manager
for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove EEO statements etc. Must preserve all substantive information; do not invent or summarize away detail. Include a section only when posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. So we need to see if Pay is mentioned: No explicit pay/salary. So we should NOT include Pay section. Benefits: Not mentioned explicitly. There's no benefits description. So we should NOT include Benefits. Schedule: Yes, there is Work Schedule section with details. So include Schedule heading. About the role: Could use Position Summary as About the role. Responsibilities: Essential Duties And Responsibilities. Requirements: Required Experience Qualifications and Competencies (maybe combine). Qualifications: Preferred Experience etc. Skills: Could include advanced proficiency etc. But we need to avoid thin sections. Let's decide sections: About the role (Position Summary), Responsibilities (Essential Duties), Requirements (Required Experience Qualifications and Competencies + Education + Overtime/Travel/Location?), Qualifications (Preferred Experience, certifications, BI tools), Skills (Advanced proficiency with WFM tech, Excel, etc). Schedule (Work Schedule). Ensure we don't create empty sections.
We must preserve all substantive information. Let's extract content.
Position Summary paragraph: "Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience. Position Summary The Manager, Workforce Management leads workforce planning, forecasting, scheduling, and workforce optimization activities across multiple servicing functions. This role develops and executes staffing strategies that align resources with customer demand, operational objectives, and business priorities. Through leadership of the Workforce Management team, cross-functional partnership, and data-driven decision-making, driving service excellence, operational efficiency, business continuity, and continuous improvement initiatives that support organizational success."
We can treat that as About the role.
Essential Duties And Responsibilities list: many bullet-like sentences separated by periods. We need to convert to
- . Let's extract each duty:
- Lead the development and execution of workforce strategies, including forecasting, capacity planning, staffing models, and resource allocation plans aligned with operational objectives and customer demand.
- Oversee workforce management functions, including scheduling, real-time operations, workforce optimization, and performance monitoring to achieve service, productivity, and operational goals.
- Direct the analysis of workforce trends, forecasts, workload drivers, and operational metrics to identify risks, opportunities, and staffing recommendations.
- Manage outbound workforce planning and dialer strategies, including campaign pacing, resource deployment, and performance optimization to support outbound operations.
- Partner with business leaders to develop staffing strategies that balance customer experience, employee engagement, compliance, operational efficiency, and financial objectives.
- Lead workforce reporting, analytics, and executive presentations by translating complex data into actionable insights and business recommendations.
- Oversee the administration, optimization, and continuous improvement of workforce management technologies, including Genesys Cloud, ensuring system effectiveness and alignment with business needs.
- Manage, coach, and develop Workforce Management team members by establishing expectations, supporting growth, and fostering a culture of accountability and continuous improvement.
- Collaborate with Operations, Training, Quality, Human Resources, Technology, and other stakeholders to support strategic initiatives, business continuity, emergency preparedness, and workforce optimization efforts.
- Perform other duties as assigned to support business transformation, operational excellence, and workforce optimization goals.
We'll put each as
- .
Required Experience Qualifications and Competencies: list of requirements.
- Minimum of five (5) years of experience in workforce management, workforce planning, forecasting, capacity planning, contact center operations, operational analytics, or workforce optimization.
- Minimum of two (2) years of leadership or people management experience, including coaching, performance management, and development of professional staff.
- Experience developing and executing workforce strategies, staffing models, capacity plans, and resource allocation plans within a multi-channel customer service, servicing, collections, or operational environment.
- Advanced knowledge of workforce management principles, forecasting, scheduling, service level management, workforce optimization, and real-time operational support.
- Experience analyzing workforce and operational data to identify trends, develop strategic recommendations, and drive business performance and workforce planning decisions.
- Advanced proficiency with workforce management technologies, including Genesys Cloud Workforce Management or comparable platforms, and Microsoft Excel for forecasting, modeling, reporting, and data analysis.
- Proven ability to lead cross-functional partnerships, manage multiple priorities, support business continuity initiatives, and drive organizational change.
Education: "Bachelor's degree in Business Administration, Finance, Operations Management, Data Analytics, Mathematics, Statistics, or a related field; equivalent combination of education and experience may be considered."
Overtime required – Travel 0-10% - as required on an as needed basis. Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX (Hybrid)
We can include Overtime/Travel/Location under Requirements or maybe a separate section? There's no specific heading for that; we could include under Requirements as additional notes.
Preferred Experience: list:
- Experience supporting automotive finance, banking, lending, collections, customer care, retail servicing, lease servicing, lease maturity, titles, or special services operations.
- Professional certification in Workforce Management, Contact Center Management, Data Analytics, Project Management, or a related discipline.
- Experience utilizing business intelligence and data visualization tools such as Power BI, Tableau, or similar platforms to develop dashboards, reporting, and workforce insights.
Physical Demands Work Environment: description about work environment, noise level moderate, reasonable accommodation. This is boilerplate? It's generic but still substantive. Might be considered boilerplate but it's about work environment. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. This is not exactly those; it's work environment description. Might keep but could be considered generic. However we need to preserve ALL substantive information; not summarizing away detail. So we should include it maybe under a section like Work Environment? But we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Work Environment not in list, so we cannot create a new heading. We could fold it into Requirements or Qualifications? Probably under Requirements as part of job details. But it's not a requirement; it's work environment. Could place under About the role? Might be okay to include as a paragraph under About the role or Requirements. Since we cannot add new headings, we need to incorporate into existing sections. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples but we should use those headings. Likely we should only use those headings. So we must map all content into those sections. Work environment could go under Requirements (maybe as "Work Environment" bullet). But it's not a requirement. Could go under About the role as part of description. I'd include a short paragraph under About the role after the summary describing work environment.
Work Schedule: we have details. So Schedule section.
Now we must not include Pay or Benefits sections because not mentioned.
Now we need to output only HTML fragment, no /, no markdown.
We'll produce:
About the role
... (position summary plus work environment maybe)
Responsibilities
- ...
...
Requirements
- ...
...
Education: Bachelor's degree ...
Overtime required – Travel 0-10% - as required on an as needed basis. Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX (Hybrid).
Qualifications
- ...
...
Skills
- Advanced proficiency with workforce management technologies, including Genesys Cloud Workforce Management or comparable platforms, and Microsoft Excel for forecasting, modeling, reporting, and data analysis.
- Advanced knowledge of workforce management principles, forecasting, scheduling, service level management, workforce optimization, and real-time operational support.
- Experience analyzing workforce and operational data to identify trends, develop strategic recommendations, and drive business performance and workforce planning decisions.
- Proven ability to lead cross-functional partnerships, manage multiple priorities, support business continuity initiatives, and drive organizational change.
But note some of those overlap with Requirements. Might be duplication. We need to avoid repeating same content. Better to split: Requirements includes mandatory experience and education. Qualifications includes preferred experience, certifications, BI tools. Skills includes technical proficiencies (WFM tech, Excel, analysis, cross-functional). However some of those also appear in Requirements (advanced proficiency with WFM tech, Excel). To avoid duplication, we could keep them only once. Let's decide: Requirements: mandatory years, leadership, experience developing strategies, etc. Qualifications: preferred experience, certifications, BI tools. Skills: advanced proficiency with WFM tech, Excel, analysis, cross-functional leadership. But the advanced proficiency with WFM tech and Excel is also in Requirements list (item 6). Actually Requirements includes "Advanced proficiency with workforce management technologies, including Genesys Cloud Workforce Management or comparable platforms, and Microsoft Excel for forecasting, modeling, reporting, and data analysis." That's a requirement. So we should not duplicate it in Skills. Instead Skills could include: "Advanced knowledge of workforce management principles, forecasting, scheduling, service level management, workforce optimization, and real-time operational support." and "Experience analyzing workforce and operational data to identify trends, develop strategic recommendations, and drive business performance and workforce planning decisions." and "Proven ability to lead cross-functional partnerships, manage multiple priorities, support business continuity initiatives, and drive organizational change." Those are also in Requirements (items 4,5,7). Actually they are also requirements. So maybe we should not have a Skills section at all, to avoid duplication. But the instruction says prefer a few substantive sections over many thin ones. We could combine Requirements and Qualifications into one section? But we need to follow headings. Could we omit Skills section if content is covered elsewhere? The instruction: "include a section ONLY when the posting has real, specific content for it — never emit a heading followed by filler/placeholder text". If we put Skills heading but then put content that is already covered elsewhere, it's still specific content, not filler. Duplication is allowed? It says preserve ALL substantive information; do NOT invent or summarize away detail. Duplication is not prohibited but might be redundant. Better to avoid duplication by placing each piece only once. So we need to allocate each piece to a section without overlap.
Let's list all
for prose. Do NOT repeat job title as heading. Do NOT put Job ID/requisition numbers as headings. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. Also remove EEO statements etc. Must preserve all substantive information; do not invent or summarize away detail. Include a section only when posting has real, specific content for it — never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless posting actually states them. So we need to see if Pay is mentioned: No explicit pay/salary. So we should NOT include Pay section. Benefits: Not mentioned explicitly. There's no benefits description. So we should NOT include Benefits. Schedule: Yes, there is Work Schedule section with details. So include Schedule heading. About the role: Could use Position Summary as About the role. Responsibilities: Essential Duties And Responsibilities. Requirements: Required Experience Qualifications and Competencies (maybe combine). Qualifications: Preferred Experience etc. Skills: Could include advanced proficiency etc. But we need to avoid thin sections. Let's decide sections: About the role (Position Summary), Responsibilities (Essential Duties), Requirements (Required Experience Qualifications and Competencies + Education + Overtime/Travel/Location?), Qualifications (Preferred Experience, certifications, BI tools), Skills (Advanced proficiency with WFM tech, Excel, etc). Schedule (Work Schedule). Ensure we don't create empty sections. We must preserve all substantive information. Let's extract content. Position Summary paragraph: "Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience. Position Summary The Manager, Workforce Management leads workforce planning, forecasting, scheduling, and workforce optimization activities across multiple servicing functions. This role develops and executes staffing strategies that align resources with customer demand, operational objectives, and business priorities. Through leadership of the Workforce Management team, cross-functional partnership, and data-driven decision-making, driving service excellence, operational efficiency, business continuity, and continuous improvement initiatives that support organizational success." We can treat that as About the role. Essential Duties And Responsibilities list: many bullet-like sentences separated by periods. We need to convert to
- . Let's extract each duty: - Lead the development and execution of workforce strategies, including forecasting, capacity planning, staffing models, and resource allocation plans aligned with operational objectives and customer demand. - Oversee workforce management functions, including scheduling, real-time operations, workforce optimization, and performance monitoring to achieve service, productivity, and operational goals. - Direct the analysis of workforce trends, forecasts, workload drivers, and operational metrics to identify risks, opportunities, and staffing recommendations. - Manage outbound workforce planning and dialer strategies, including campaign pacing, resource deployment, and performance optimization to support outbound operations. - Partner with business leaders to develop staffing strategies that balance customer experience, employee engagement, compliance, operational efficiency, and financial objectives. - Lead workforce reporting, analytics, and executive presentations by translating complex data into actionable insights and business recommendations. - Oversee the administration, optimization, and continuous improvement of workforce management technologies, including Genesys Cloud, ensuring system effectiveness and alignment with business needs. - Manage, coach, and develop Workforce Management team members by establishing expectations, supporting growth, and fostering a culture of accountability and continuous improvement. - Collaborate with Operations, Training, Quality, Human Resources, Technology, and other stakeholders to support strategic initiatives, business continuity, emergency preparedness, and workforce optimization efforts. - Perform other duties as assigned to support business transformation, operational excellence, and workforce optimization goals. We'll put each as
- .
Required Experience Qualifications and Competencies: list of requirements.
- Minimum of five (5) years of experience in workforce management, workforce planning, forecasting, capacity planning, contact center operations, operational analytics, or workforce optimization.
- Minimum of two (2) years of leadership or people management experience, including coaching, performance management, and development of professional staff.
- Experience developing and executing workforce strategies, staffing models, capacity plans, and resource allocation plans within a multi-channel customer service, servicing, collections, or operational environment.
- Advanced knowledge of workforce management principles, forecasting, scheduling, service level management, workforce optimization, and real-time operational support.
- Experience analyzing workforce and operational data to identify trends, develop strategic recommendations, and drive business performance and workforce planning decisions.
- Advanced proficiency with workforce management technologies, including Genesys Cloud Workforce Management or comparable platforms, and Microsoft Excel for forecasting, modeling, reporting, and data analysis.
- Proven ability to lead cross-functional partnerships, manage multiple priorities, support business continuity initiatives, and drive organizational change.
Education: "Bachelor's degree in Business Administration, Finance, Operations Management, Data Analytics, Mathematics, Statistics, or a related field; equivalent combination of education and experience may be considered."
Overtime required – Travel 0-10% - as required on an as needed basis. Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX (Hybrid)
We can include Overtime/Travel/Location under Requirements or maybe a separate section? There's no specific heading for that; we could include under Requirements as additional notes.
Preferred Experience: list:
- Experience supporting automotive finance, banking, lending, collections, customer care, retail servicing, lease servicing, lease maturity, titles, or special services operations.
- Professional certification in Workforce Management, Contact Center Management, Data Analytics, Project Management, or a related discipline.
- Experience utilizing business intelligence and data visualization tools such as Power BI, Tableau, or similar platforms to develop dashboards, reporting, and workforce insights.
Physical Demands Work Environment: description about work environment, noise level moderate, reasonable accommodation. This is boilerplate? It's generic but still substantive. Might be considered boilerplate but it's about work environment. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. This is not exactly those; it's work environment description. Might keep but could be considered generic. However we need to preserve ALL substantive information; not summarizing away detail. So we should include it maybe under a section like Work Environment? But we only have allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Work Environment not in list, so we cannot create a new heading. We could fold it into Requirements or Qualifications? Probably under Requirements as part of job details. But it's not a requirement; it's work environment. Could place under About the role? Might be okay to include as a paragraph under About the role or Requirements. Since we cannot add new headings, we need to incorporate into existing sections. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It says e.g., implying those are examples but we should use those headings. Likely we should only use those headings. So we must map all content into those sections. Work environment could go under Requirements (maybe as "Work Environment" bullet). But it's not a requirement. Could go under About the role as part of description. I'd include a short paragraph under About the role after the summary describing work environment. Work Schedule: we have details. So Schedule section. Now we must not include Pay or Benefits sections because not mentioned. Now we need to output only HTML fragment, no /, no markdown. We'll produce:
About the role
... (position summary plus work environment maybe)
Responsibilities
- ... ...
Requirements
- ... ...
Education: Bachelor's degree ...
Overtime required – Travel 0-10% - as required on an as needed basis. Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX (Hybrid).
Qualifications
- ... ...
Skills
- Advanced proficiency with workforce management technologies, including Genesys Cloud Workforce Management or comparable platforms, and Microsoft Excel for forecasting, modeling, reporting, and data analysis.
- Advanced knowledge of workforce management principles, forecasting, scheduling, service level management, workforce optimization, and real-time operational support.
- Experience analyzing workforce and operational data to identify trends, develop strategic recommendations, and drive business performance and workforce planning decisions.
- Proven ability to lead cross-functional partnerships, manage multiple priorities, support business continuity initiatives, and drive organizational change.