Workforce Manager - US Hours

Workforce Manager Job Description

Workforce Manager provides initiative-taking, solutions-oriented support for the Contact Center Management and Workforce Management teams and continuous improvement of workforce processes, policies, and procedures.

Workforce Manager Position Summary

The Workforce Manager collaborates with Operations and other stakeholders to align workforce strategies with business goals while fostering a positive work environment.

• Develop and maintain long- and short-term forecasting and staffing

• Ensure forecast accuracy remains within an acceptable range (e.g., ±10%). · 98% Quality of Deliverables
• Oversee capacity planning, ensuring service levels, adherence, and

• Utilize workforce management (WFM) technology and processes to

• Lead the daily activities of the Command Center to ensure work is

• Monitor real-time agent behaviors, efficiency, and availability, and

• Collaborate with Operations to develop and execute real-time management

• Conduct data analysis to identify opportunities for improving service

• Develop and present performance management reports with actionable

• Drive process improvement initiatives to enhance workforce operations,

• Provide leadership and motivation to the WFM team, ensuring continuous

• Implement succession planning and training programs to strengthen

• Conduct regular meetings with stakeholders to communicate production

• Ensure compliance with company policies and industry best practices.
• Maintain and update workforce management documentation, including

• Generate and present reports detailing workforce performance metrics,

• And any other assignments required.

• A minimum of five years of experience in a contact center environment, including at least three years of workforce management (WFM) experience.
• A high school diploma is required; a bachelor's degree is preferred. An emphasis in mathematics, statistics, or analytical disciplines is a plus.
• Demonstrated proficiency in basic computer skills, including Microsoft Excel.
• Proficiency in WFM tools is desired (experience with tools used in this center is a plus).
• Strong analytical and problem-solving skills, with the ability to interpret complex data.
• Excellent leadership, communication, and stakeholder management abilities.
• Experience in forecasting, scheduling, real-time adherence, and capacity planning.
• Ability to work in a fast-paced environment with shifting priorities.