Remote Workforce Planning & Optimization Lead

Working Solutions; Phoenix (AZ); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Annual merit increases

Health, dental, vision, life, and long

401(k) with company match

Generous paid time off and holidays

Fully remote work

Job summary

Working Solutions is seeking a Senior Manager to lead the Workforce Management and Optimization function for a multi-client remote workforce. You will forecast, plan capacity, design schedules, and analyze plan-versus-actual results to drive efficiency.

You will develop WFM talent, partner with Real-Time Operations, and translate data into actionable staffing recommendations. The role emphasizes leadership, data visualization, and process improvements across client programs while maintaining

Qualifications

• Five+ years in contact center forecasting, analytics or workforce management.
• Proven leadership with ability to coach analysts and manage priorities.
• Experience turning business requirements into actionable staffing plans.
• Strong analytical and problem-solving skills with data-driven approach.

Responsibilities

• Lead, coach, prioritize, and support the WFM Analysts.
• Own forecasts, capacity models, staffing plans for clients.
• Design schedules and maintain staffing plans per service model.
• Perform plan-versus-actual analysis on key metrics.
• Develop reporting requirements and dashboards with BI tools.
• Coordinate with Real-Time Operations and program teams.
• Identify process improvements and automation opportunities.
• Present findings and recommendations to client and leadership.

Skills

Contact center knowledge

Leadership

Forecasting

Analytics

Power BI

SQL

Excel

Communication

Tools

Power BI

SQL

Excel

PowerPoint

Job description

Working Solutions is seeking a Senior Manager to lead the Workforce Management and Optimization function for a multi-client remote workforce. You will forecast, plan capacity, design schedules, and analyze plan-versus-actual results to drive efficiency.

You will develop WFM talent, partner with Real-Time Operations, and translate data into actionable staffing recommendations. The role emphasizes leadership, data visualization, and process improvements across client programs while maintaining