Workforce Manager, Special Services

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.

About the role

The Workforce Manager, Specialized Services provides workforce management support for Specialized Services teams through forecasting, staffing analysis, scheduling, and real-time resource optimization. This role leverages WFM tools, including Genesys, to ensure appropriate workforce coverage, achieve service level objectives, and drive operational efficiency. Partnering closely with Specialized Services leadership, the Workforce Manager supports capacity planning, workforce optimization, and business continuity strategies. Through data-driven analysis and resource management, this role enhances operational performance, improves the customer experience, and contributes to the organization's long-term growth and success.

Responsibilities

• Analyze workforce trends, forecasting data, and operational performance metrics to develop staffing plans, schedules, and resource allocation strategies that support service level objectives, operational efficiency, and business goals.
• Manage workforce scheduling and real-time operations by monitoring adherence, intraday performance, workload volumes, and staffing requirements, making timely adjustments to maintain optimal coverage and service levels.
• Administer workforce management systems and tools, including Genesys, to schedule, track, and coordinate meetings, training sessions, coaching activities, projects, and other planned events that impact workforce capacity.
• Partner with leadership and management teams to support short- and long-term capacity planning, workforce optimization initiatives, and contingency strategies that ensure business continuity and operational readiness.
• Prepare and deliver workforce performance reports, analyses, and recommendations by evaluating key performance indicators, identifying trends, and providing actionable insights to improve productivity, service delivery, customer experience, and overall business performance.
• Lead continuous improvement efforts by identifying opportunities to enhance forecasting accuracy, workforce utilization, scheduling effectiveness, and operational processes through data-driven recommendations and best practices.
• Collaborate cross-functionally with internal stakeholders to support organizational initiatives, operational projects, and strategic workforce planning activities that align resources with evolving business needs.
• Perform other duties and responsibilities as assigned, recognizing that job responsibilities may be modified or expanded to meet changing business needs and organizational priorities.

Requirements

• Experience utilizing Workforce Management (WFM) platforms, including Genesys or comparable workforce optimization systems, to support forecasting, scheduling, real-time adherence monitoring, and workforce performance management.
• Demonstrated experience partnering with operational leaders and cross-functional stakeholders to support workforce planning, capacity management, resource allocation, and business continuity initiatives that align with organizational objectives and service delivery requirements.
• Minimum of 3 years of experience in Workforce Management, contact center operations, forecasting, scheduling, capacity planning, workforce analytics, or a related operational support function, with a proven ability to drive workforce efficiency and achieve service level objectives.
• High school diploma or equivalent required.
• Overtime required on an as-needed basis.
• 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, Atlanta, or Michigan.
• Must be authorized to work in the United States; Stellantis Financial Services will not sponsor applicants for work visas for this position.

Skills

• Proficiency in Workforce Management (WFM) systems and tools, including Genesys or comparable workforce optimization platforms, with the ability to support forecasting, scheduling, reporting, and real-time workforce management activities.
• Demonstrated ability to monitor and manage real-time operational performance, including adherence, service levels, staffing requirements, and workload fluctuations, while making effective adjustments to support evolving business and customer needs.
• Strong knowledge of workforce management methodologies and best practices, including forecasting, scheduling, capacity planning, resource optimization, and real-time workforce management, with the ability to apply data-driven insights to improve operational performance and service delivery.

Qualifications (Preferred)

• Bachelor’s degree in Business Administration, Operations Management, Finance, Statistics, Economics, or a related field.
• Workforce Management (WFM) certification or advanced training in workforce optimization, forecasting, scheduling, capacity planning, or related workforce planning disciplines.
• Advanced proficiency in Genesys Workforce Management and workforce optimization platforms, including experience with forecasting, scheduling, intraday management, real-time adherence monitoring, and workforce analytics.
• Experience utilizing business intelligence, reporting, and data visualization tools, such as Power BI, Tableau, or similar platforms, to analyze workforce performance, identify trends, and provide actionable recommendations that support operational and strategic decision-making.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for long periods of time, use hands and arms to operate office equipment including but not limited to a keyboard, mouse, and phone, will occasionally need to reach, stoop, stand, or walk. The employee must be able to see (close vision), hear, speak, and communicate verbally. The employee may occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Schedule

• This position requires the ability to work various shifts to accommodate business needs, typically between the hours of 8 AM–6 PM Monday through Friday and on weekends as needed.
• Travel is required 10% of the time.