Forecast Capacity Manager, Workforce Management

Avature; United States; Remote; USD 66,000 - 110,000; Full time

Job summary

An established industry player is seeking a Workforce Optimization Manager to enhance their operations. This impactful role focuses on forecasting, scheduling, and performance analysis within a dynamic environment. Join a remote-first company dedicated to supporting its employees with generous time off and comprehensive benefits. Your expertise will help optimize workforce management processes, ensuring that operational goals are met while contributing to the well-being of colleagues and clients alike. If you thrive in a fast-paced environment and are passionate about making a difference, this opportunity is for you.

Benefits

Remote Work

Generous Time Off

Comprehensive Benefits Package

Colleague Assistance Program

Qualifications

• Expertise in forecasting and scheduling analysis.
• Strong technical background with workforce management solutions.
• Ability to translate data into meaningful business insights.

Responsibilities

• Manage volume forecasting and daily reporting.
• Drive strategic direction for workforce planning.
• Analyze performance indicators and recommend improvements.

Skills

Data Analysis

Forecasting

Scheduling

Microsoft Excel

Genesys Cloud

Process Improvement

Education

Bachelor's degree in Business Analytics

10+ years of relevant experience

Tools

Genesys Cloud

Alvaria (Aspect)

Microsoft PowerPoint

Microsoft Access

Job description

There is no deadline for any job postings as applications are accepted on an ongoing basis.

General information

Location

Function

Ops

Business Unit

Central Operations

Full-time/Part-time

Full Time

Salary Range Min - Max (USD)

66100-109100

Country

United States

Date

28-Apr-2025

Job ID

4806

Description & Requirements

Join Our Team and Make a Difference!

Are you looking for an impactful role where you finish the workday knowing you helped someone? Whether you are part of our care coordination team or playing a supporting role, the work our colleagues do every day enables us to collectively reach our mission of getting people the care they need when they need it.By staying committed to our core values of Think Big, Go Fast, Deliver Awe, and Win Togetherwe can positively impact the lives of the injured workers we serve and get them back to the things that matter most in life.

Salary Range:

This compensation range considers a wide range of factors, including, but not limited to, skill set, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate is not adjusted for geographic differential associated with the location where the position may be filled. At One Call, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case.

What We Provide in Return for Your Commitment to Our Mission
We offer a vast array of benefits to help support the whole you, including:

• Remote Work:We are a remote-first company and almost all positions receive the flexibility of working from home.
• Generous Time Off:Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off.
• Comprehensive Benefits Package:Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
• Supportive Services:Just like our colleagues get injured workers the care they need when they need it, we want to do the same for our colleagues in their time of need. We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships.

JOB SUMMARY:

The Workforce Optimization Manager will report directly to the Director of Workforce Optimization and provide managerial support within the Workforce Optimization lifecycle practices. This role is responsible for volume forecasting, daily reporting, scheduling, monitoring of real-time performance, and delivering consultative and quantitative outputs internal to Workforce Optimization in conjunction with working with Operational Leadershipsupportingmultiple lines of business. This role will provide expertise in forecasting and scheduling analysis planning with an emphasis on interval-based trending within a complex organization and having a strong technical background with Alvaria (Aspect WFM), but specifically functional knowledge of Genesys Cloud and/or other Workforce Management solutions, to include knowledge of contact center call routing.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Process Improvement: 70%

• Partners with Operations and Finance to drive strategic direction for workforce planning across all businesses.
• Provide input and thought leadership on new tool capabilities and enhancements.
• Serves as the subject matter expert (SME) and partners with Operations to fully leverage capabilities of forecasting and scheduling practice while analyzing drivers of significant forecast misses to continuously improve forecasting.
• Develop, manage, and forecast special projects based on business inbound and outbound volume trends, customer demand changes, product market changes, and resource utilization.
• Provide capacity and process impact analysis to CLT/SLT leadership and BPO business partners on short, mid, and long-range initiatives affecting multiple lines of business.
• Create forecasting normalizations that ensure achievement of service level attainment, FTE requirements, and financial impact to goals.

Data Management: 15%

• Manage the analysis of daily, weekly, and monthly reporting of key performance indicators.
• Prepare and disseminate reports for operations leadership in a timely and accurate manner.
• Conduct weekly audits of adjusted volumes, trends, and normalization factors, making all necessary updates and recommendations for improvements to forecast parameters.
• Utilize data analysis and root cause process assessments to identify waste, inefficiencies, and areas of improvement.
• Works independently within WFO Forecasting Analysis practice, collaborates with Capacity Planner and WFO Scheduling Optimization Analyst, provides guidance and mentorship with FST practice, and consistently shows personal leadership in a team environment.
• Works directly with the Workforce Optimization team to build staffing strategies that consider all variables affecting staffing, inbound, and outbound volume projections.
• Leads, teaches, and coaches the WFO team, utilizing strong leadership skills and focused on through training and talent management, ensuring team morale through recognition and evenly distributed accountability.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• Bachelor’s degree in a business analytics or quantitative field (economics, mathematics, business administration), or 10+ years of relevant and related work experience in a Workforce Management analytical role.
• Advanced skills using Microsoft Excel in a business environment.
• Ability to translate data into meaningful analysis and business insight.
• Experience formulating and extracting data from various and/or similar databases.
• Experience across typical workforce management disciplines: interval level forecast, scheduling, reporting, and optimizing manpower in a contact center environment.

ESSENTIAL KNOWLEDGE, SKILLS & ABILITIES:

• Experience with Genesys Cloud, Avaya, Cisco, Interactive Intelligence, or other ACD phone systems required.
• Experience with WFM software (Genesys Cloud, Alvaria (Aspect, NICE InContact, Verint, etc.) preferred.
• MS Excel, MS PowerPoint, and/or MS Access skills required.
• Ability to understand, apply, and explain concepts.
• Ability to analyze and solve problems using learned techniques and tools.
• Requires high attention to detail, with strong analytical and technical ability.
• Ability to establish and maintain effective working relationships.
• Ability to understand, communicate, and implement complex concepts effectively in verbal and written form.
• Ability to work at a fast pace and collaborate well with others.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.
• Ability to work both independently and in a teamenvironment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, and Win Together.

PHYSICAL/MENTAL DEMANDS & WORK ENVIRONMENT:

• This position will be performed in the colleague’s home. Work-from-home requirements include the colleague’s ability to set up computer equipment within their home office.
• This job is primarily sedentary and may involve repetitive motions; thecolleaguemust be able to remain stationary for extended periods, operate a computer and other office equipment, assess information and files stored electronically, and converse/exchange accurate information with others, simultaneously.
• The colleague must be ableto discern text displayed on a monitor, input data into specific fields using a keyboard, andadjustfocus to distances of up to three feet.
• The colleague mustbe able to learn new tasks, follow established processes, maintain focus, complete tasks independently, complete multiple tasks simultaneously, communicate professionally with colleagues and customers, and complete tasks in situations thatrequire speed and productivity.
• The colleague must be able to manage moderate to significant mental stress because of, but not limited to, a dynamic and heavy workload.

Please be advised that job descriptions typically change over time as business needs, job requirements, and employee skill levels change. As such, One Call retains the right to change or assign other duties to this position at any time.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, nationality, disability status, protected veteran status, or any other status protected by law.