Remote WFM Lead for Federal Contact Center

ITCON Services; Vienna (VA); Remote; USD 110,000 - 150,000; Full time

Job summary

ITCON Services is seeking an experienced Workforce Manager to lead workforce planning, forecasting, scheduling, and staffing optimization for a large-scale federal contact center operation. This role ensures staffing resources align with multi-channel demand across voice, email, chat, and IVR channels.

The ideal candidate brings hands-on workforce management experience within a large, complex contact center and can balance long-term planning with real-time operational demands.

Qualifications

• 5-7 years of workforce management experience within a contact center or customer service.
• 3+ years of hands-on experience with forecasting, capacity planning, and scheduling.
• Experience supporting large-scale contact center operations of 100+ employees.
• Experience supporting multi-channel contact centers (voice, email, chat, digital).
• Knowledge of contact center workforce metrics: service level, occupancy, schedule adherence, shrinkage, utilization, response time.
• Hands-on experience with workforce management platforms such as NICE, Verint, Genesys WFM or comparable systems.

Responsibilities

• Forecast workforce demand for call, email, chat, and other volumes using historical data and trends.
• Develop staffing and capacity plans that align with forecasted demand and service levels.
• Manage real-time workforce performance, monitor queues and adherence, and adjust staffing as needed.
• Optimize workforce performance to improve efficiency, occupancy, and response times.
• Analyze workforce data to identify gaps, risks, and opportunities for improvement.
• Manage WFM systems to support forecasting, scheduling, and reporting.
• Partner with operations leadership to align staffing with program requirements.
• Support performance reporting with forecasts and staffing recommendations.

Skills

Workforce management experience

Analytical skills

Communication skills

Education

Bachelor's degree in Business / Operations Management / Statistics / Analytics

Tools

NICE WFM

Verint

Genesys WFM

Job description

ITCON Services is seeking an experienced Workforce Manager to lead workforce planning, forecasting, scheduling, and staffing optimization for a large-scale federal contact center operation. This role ensures staffing resources align with multi-channel demand across voice, email, chat, and IVR channels.

The ideal candidate brings hands-on workforce management experience within a large, complex contact center and can balance long-term planning with real-time operational demands.