Workforce Manager
Point C · United States · 3 days ago
RemoteRemoteInformation Technology$65k–$75k/yrFull-time
Primary Responsibilities
- Analyze historical data to forecast call volume/workload trends
- Develop short-term and long-term staffing models
- Monitor real-time adherence and staffing levels
- Recommend adjustments based on performance metrics
- Build and maintain employee schedules
- Manage shift bids, PTO planning, and staffing coverage
- Support intraday management decisions
- Ensure staffing aligns with service-level goals
- Maintain Workforce Management platforms (e.g., Zendesk, ADP)
- Configure queues, skills, schedules, and forecasting inputs
- Troubleshoot system issues and partner with IT/vendors
- Support upgrades and enhancements
- Partner with operations leaders on staffing strategies
- Identify efficiency improvement opportunities
- Support workforce planning meetings
- Maintain documentation and process workflows
Qualifications
- Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience)
- 2+ years’ Workforce Management or call center analytics experience
- Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.)
- Advanced Excel skills (pivot tables, formulas, trend analysis)
- Strong analytical and problem-solving ability
- Attention to detail and data accuracy
- Experience supporting multi-site or multi-channel environments preferred
- SQL, Power BI, or Zendesk “CRM” experience preferred
- Knowledge of forecasting models preferred
- Healthcare, contact center, or operations background preferred