Manager, Workforce Management

ABC Financial Services; United States; Remote; CAD 76,000 - 115,000; Full time

Job summary

An established industry player is seeking a strategic Manager, Workforce Management to enhance their multi-channel customer support operations. This role involves optimizing workforce planning, forecasting, and scheduling, while ensuring seamless service delivery across various channels. The ideal candidate will lead a team of analysts, monitor performance metrics, and collaborate with internal partners to enhance workforce management tools. If you thrive in a dynamic environment and are passionate about driving results, this is the perfect opportunity to make a significant impact in a purpose-led company that values growth and teamwork.

Benefits

Open PTO Policy

Days of Disconnect

Parental Leave

Medical/Dental/Vision Coverage

EAP Services

Calm App Subscription

Qualifications

• 5+ years of experience in workforce management in a multi-channel customer support environment.
• Strong analytical skills and ability to interpret data for actionable recommendations.

Responsibilities

• Develop and execute workforce plans to meet service level goals across contact channels.
• Manage and develop a team of workforce analysts, driving excellence and performance.

Skills

Workforce Management

Analytical Skills

Problem-Solving

Leadership

Communication

Education

Bachelor's degree in Business Administration

Tools

Genesys

NICE

Verint

Job description

Company: ABC Nova Scotia

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Description

INTRODUCTION:

ABC Fitness is a leading provider of fitness software solutions, empowering gyms, studios, and trainers to deliver personalized and effective fitness experiences. We are looking for a strategic and results-driven Manager, Workforce Management to optimize our multi-channel customer support operations and ensure seamless service delivery across all of our support channels and with our strategic vendor partners.

WHAT YOU'LL DO:

1. Workforce Planning: Develop and execute short- and long-term workforce plans to meet service level goals across all contact channels, including phone, email, live chat, and social media.
2. Forecasting & Scheduling: In partnership with the Forecasting team and strategic partners, use future and historical data and analytics to optimize long term planning and advise on staffing requirements as they relate to business needs and seasonal variability.
3. OKR Delivery: Ensure the team meets or exceeds Objectives and Key Results (OKRs) through effective planning, execution, and monitoring.
4. Performance Monitoring: Track and analyze key performance indicators (KPIs) such as occupancy, adherence, and service levels, identifying areas for improvement and implementing solutions.
5. Team Leadership: Manage and develop a team of workforce analysts, providing guidance, training, and mentorship to drive excellence.
6. Technology & Process Optimization: Collaborate with internal partners, IT and vendors to optimize workforce management tools and reporting systems, ensuring effective use of systems like Genesys.
7. Cross-Departmental Collaboration: Partner with operations and customer support leaders to align on goals, staffing, and service delivery strategies across all channels.
8. Crisis Management: Develop and execute contingency plans to address unexpected changes in demand, such as outages, system updates, or emergencies.

WHAT YOU'LL NEED:

1. Proven experience (5+ years) in workforce management, preferably in a multi-channel customer support environment.
2. Proficiency in workforce management software (e.g., Genesys, NICE, Verint, or similar).
3. Strong analytical and problem-solving skills, with the ability to interpret data and make actionable recommendations.
4. Excellent communication and leadership abilities, with experience directly managing a team.
5. Knowledge of industry KPIs, OKRs, and contact center best practices.
6. Experience working in the BPO space a plus.
7. Bachelor’s degree in Business Administration, Operations, or a related field (preferred but not required).

WHAT’S IN IT FOR YOU:

1. Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset.
2. Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
3. Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam.
4. Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
5. Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement.
6. Medical/Dental/Vision coverage.
7. EAP – we get you help when you need it. Period.
8. Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16.
9. And more! – so many benefits we couldn’t even fit them all here!

Please note that the salary information shown below is a general guideline only and based on employees in Canada and may be different in other countries. Salaries are based upon candidate experience, qualifications, and location, as well as market and business considerations. Our pay range for Canada based candidates for this position is $76,000 -- $115,000 CAD annually. Your recruiter can share more about the specific salary range for the job location during the hiring process. Also, certain positions are eligible for additional forms of compensation such as bonuses and commissions.

We’re committed to diversity and passion, and encourage you to apply, even if you don’t demonstrate all the listed skillsets!

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION:
ABC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are intentional about creating an environment where employees, our clients and other stakeholders feel valued and inspired to reach their full potential and make authentic connections. We foster a workplace culture that embraces each person’s diversity, including the extent to which they are similar or different. ABC leaders believe that an equitable and inclusive culture is not only the right thing to do, it is a business imperative. Read more about our commitment to diversity, equality, belonging and inclusion at abcfitness.com.

ABOUT ABC:

ABC Fitness (abcfitness.com) is the premier provider of software and related services for the fitness industry and has built a reputation for excellence in support for clubs and their members. ABC is the trusted provider to boost performance and create a total fitness experience for over 4 million members of clubs of all sizes whether a multi-location chain, franchise or an independent gym.

Founded in 1981, ABC helps over 31,000 gyms and health clubs globally perform better and more profitably offering a comprehensive SaaS club management solution that enables club operators to achieve optimal performance. ABC Fitness is a Thoma Bravo portfolio company, a private equity firm focused on investing in software and technology companies (thomabravo.com).

#LI-REMOTE

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!