Remote Workforce Manager 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.

The Workforce Manager will be responsible for ensuring staffing resources are effectively aligned with multi-channel demand across voice, email, chat, and IVR channels. This role will use workforce data, forecasting models, and real-time performance insights to ensure the contact center consistently achieves required service levels, operational performance metrics, occupancy targets, and customer experience goals.

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

Key Responsibilities

• Forecast Workforce Demand: Develop short- and long-term forecasts for call, email, chat, and other contact volumes using historical data, trends, seasonality, and anticipated business needs.
• Develop Staffing & Capacity Plans: Create staffing models and schedules that align workforce capacity with forecasted demand, service-level requirements, and operational goals.
• Manage Real-Time Workforce Performance: Monitor queues, staffing levels, schedule adherence, and service-level performance, making intraday staffing adjustments as needed.
• Optimize Workforce Performance: Identify opportunities to improve staffing efficiency, utilization, occupancy, response times, and overall workforce effectiveness.
• Analyze Workforce Data: Track and analyze workforce metrics, trends, and performance data to identify staffing gaps, risks, and opportunities for improvement.
• Manage WFM Systems: Utilize workforce management platforms to support forecasting, scheduling, capacity planning, adherence monitoring, and reporting.
• Partner with Operations Leadership: Collaborate closely with contact center leadership and operational teams to align staffing strategies with program requirements and performance objectives.
• Support Performance Reporting: Develop and communicate workforce-related reports, forecasts, staffing recommendations, and performance insights to leadership.
• Plan for Surges & Contingencies: Develop workforce strategies to support seasonal volume increases, emergency response requirements, unexpected demand, absenteeism, and other operational disruptions.
• Drive Continuous Improvement: Evaluate workforce processes, tools, and methodologies and recommend improvements that increase efficiency, accuracy, and operational performance.

Education

• Bachelor's degree in Business, Operations Management, Statistics, Analytics, or a related field is required.

Required Experience

• 5-7 years of workforce management experience within a contact center or customer service environment.
• 3+ years of hands-on experience with workforce forecasting, capacity planning, and scheduling.
• Experience supporting large-scale contact center operations of 100+ employees/FTEs.
• Experience supporting multi-channel contact center environments, including voice, email, chat, and/or digital channels.
• Demonstrated knowledge of contact center workforce metrics, including service level, occupancy, schedule adherence, shrinkage, utilization, response time, and related KPIs.
• Hands-on experience with workforce management platforms such as NICE, Verint, Genesys WFM, or comparable systems.
• Strong analytical skills with the ability to interpret workforce data, identify trends, and translate findings into actionable staffing recommendations.
• Strong communication and collaboration skills with experience partnering with operations and program leadership.

Preferred Qualifications

• Experience supporting federal government or other large, highly regulated contact center environments.
• Experience with workforce reporting, dashboards, and data visualization tools.
• Certified Workforce Management Professional (CWMP) or similar workforce management certification.
• Lean Six Sigma or related process improvement certification.

Equal Opportunity Employer

ITCON Services, LLC is an Equal Opportunity and Aff…