Remote Workforce Planning & Optimization Manager

Working Solutions; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Annual merit increases

401(k) with company match

Generous paid time off

Fully remote work

Health insurance options

Job summary

Working Solutions is seeking a Manager to lead the Workforce Management and Optimization function for a multi-client, multi-channel remote workforce. You will forecast, capacity plan, schedule design, plan-versus-actual analysis, reporting, process improvement, and workforce tools. This role develops the WFM Analysts and partners with Real-Time Operations to connect plans with daily execution.

Schedule: M-F 10-7 CST. Must be a US citizen or permanent resident.

Qualifications

• Five or more years leading WFM in contact center or BPO environments.
• Strong leadership and stakeholder management.
• Proficient in Excel/PowerPoint; familiar with Power BI and SQL.
• Ability to translate business requirements into staffing plans.

Responsibilities

• Lead, coach, prioritize, and support the WFM Analysts; establish client portfolios and development priorities.
• Own workforce forecasts, capacity models, staffing plans, and planning assumptions.
• Direct schedule design, schedule production, and staffing-plan maintenance.
• Review staffing, identify risks, and advise on gaps and actions.
• Perform plan-versus-actual analysis across key workforce metrics.
• Provide strategic workforce insights to support KPI reviews and client planning.
• Translate trends into practical recommendations for operations and client teams.
• Define WFM reporting requirements and collaborate on data governance and dashboards.
• Own design and maintenance of WFM processes and calendars; coordinate with Real-Time Operations.
• Identify and manage workforce-improvement initiatives with clear benefits and risks.
• Maintain an inventory of client deliverables and ownership; escalate conflicts as needed.
• Refine forecasts and schedules using Real-Time Operations feedback.
• Lead client meetings and planning calls; present findings clearly to leaders.
• Participate in real-time staffing discussions for escalations or cross-functional issues.
• Serve as backup for the Manager, Real-Time Operations when needed.

Job description

Working Solutions is seeking a Manager to lead the Workforce Management and Optimization function for a multi-client, multi-channel remote workforce. You will forecast, capacity plan, schedule design, plan-versus-actual analysis, reporting, process improvement, and workforce tools. This role develops the WFM Analysts and partners with Real-Time Operations to connect plans with daily execution.

Schedule: M-F 10-7 CST. Must be a US citizen or permanent resident.