Senior Workforce Management & Forecasting Lead

Stellantis; Dallas (TX); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Hybrid work schedule

Job summary

Stellantis Financial Services (SFS) in Dallas seeks a Manager, Workforce Management to lead forecasting, staffing, scheduling, and optimization across servicing functions.

You will build data-driven staffing strategies, manage real-time operations, and mentor a team, partnering with Operations, HR, Training, and IT to deliver exceptional customer experiences while maintaining compliance and cost efficiency.

Qualifications

• Minimum of five (5) years of experience in workforce management, forecasting, capacity planning, or related areas.
• Minimum of two (2) years of leadership or people management experience.
• Experience developing staffing strategies within a multi-channel customer service/operational environment.
• Advanced knowledge of workforce management principles and real-time support.
• Experience analyzing data to drive performance decisions.
• Proficiency with Genesys Cloud WFM and Excel for forecasting and reporting.
• Ability to lead cross-functional partnerships and organizational change.

Responsibilities

• Lead development and execution of workforce strategies and staffing plans.
• Oversee scheduling, real-time operations, and performance monitoring.
• Analyze workforce trends and operational metrics to identify risks and opportunities.
• Manage outbound planning and dialer strategies to support outbound operations.
• Partner with leaders to balance customer experience, engagement, and costs.
• Lead workforce reporting and executive presentations with actionable insights.
• Oversee WFM technologies like Genesys Cloud and optimize tool usage.
• Coach and develop Workforce Management team members.

Skills

Workforce management

Forecasting

Staffing models

Cross-functional leadership

Excel

Genesys Cloud Workforce Management

Data analytics

Performance monitoring

Education

Bachelor's degree in related field

Tools

Genesys Cloud

Power BI

Job description

Stellantis Financial Services (SFS) in Dallas seeks a Manager, Workforce Management to lead forecasting, staffing, scheduling, and optimization across servicing functions.

You will build data-driven staffing strategies, manage real-time operations, and mentor a team, partnering with Operations, HR, Training, and IT to deliver exceptional customer experiences while maintaining compliance and cost efficiency.