Strategic Workforce Management & Vendor Performance Lead

Colony Brands Inc.; Monroe (WI); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Medical Insurance

Wellness Program

Retirement Plans

Paid Time Off

Summer 4-day weeks in summer

Educational Assistance

Profit-Sharing

Product Discounts

Job summary

SC Data Center, Inc., affiliate of Colony Brands, is seeking a Manager, Workforce Management & Vendor Performance onsite in Monroe, Wisconsin to lead forecasting, scheduling, capacity planning, and real-time management across our contact center operations.

The role emphasizes optimizing outsourcing performance, governance, dashboards, and analytics to ensure service levels, efficiency, and exceptional customer experiences align with business goals.

Qualifications

• Bachelor's degree in Business, Operations, Analytics, Finance, Supply Chain, or related field.
• 5+ years of experience in Workforce Management, Contact Center Operations, Capacity Planning, Forecasting, or a related field.
• Experience leading workforce planning functions, including forecasting, scheduling, capacity planning, and real-time management.
• Experience coaching, developing, and leading workforce management teams.
• Advanced proficiency in Microsoft Excel and experience developing reports, dashboards, scorecards, and workforce analytics.
• Strong analytical, problem-solving, and decision-making skills.
• Knowledge of contact center metrics, forecasting methodologies, WFM practices, and service-level management.
• Experience supporting or administering Workforce Management (WFM) technology platforms.
• Excellent written, verbal, and interpersonal communication skills with the ability to influence stakeholders and drive results across multiple teams.
• Preferred experience managing outsourced contact center vendors and monitoring contractual performance and service delivery.
• Preferred experience with workforce planning in multi-site or highly seasonal contact center environments.

Responsibilities

• Leading all Workforce Management (WFM) functions including forecasting, scheduling, capacity planning, and real-time management
• Developing and maintaining workforce planning standards, governance processes, reporting, and best practices
• Analyzing historical trends, seasonal demand patterns, marketing initiatives, and business drivers to improve forecast accuracy
• Translating workload forecasts into staffing and resource recommendations that support service-level objectives and financial goals
• Overseeing workforce performance metrics, operational KPIs, dashboards, and executive reporting
• Serving as the business owner and subject matter expert for workforce management systems and technology solutions
• Driving automation, process improvements, and system optimization initiatives to improve efficiency and effectiveness
• Managing outsourced contact center workforce planning and monitoring vendor staffing, performance, and contractual compliance
• Establishing vendor performance scorecards and facilitating recurring business reviews to address opportunities and concerns
• Partnering with Contact Center Operations, Marketing, Finance, Technology, and vendor leadership to align workforce strategies with business objectives
• Leading workforce planning efforts for peak seasons, promotions, product launches, and business growth initiatives
• Coaching, mentoring, and developing workforce management team members while building scalable processes that support future growth

Skills

Forecasting

Scheduling

Capacity planning

Real-time management

Workforce analytics

Vendor management

Data-driven decision making

Dashboards

Stakeholder management

Education

Bachelor's degree in Business, Operations, Analytics, Finance, Supply Chain, or related field

Tools

Microsoft Excel

Job description

SC Data Center, Inc., affiliate of Colony Brands, is seeking a Manager, Workforce Management & Vendor Performance onsite in Monroe, Wisconsin to lead forecasting, scheduling, capacity planning, and real-time management across our contact center operations.

The role emphasizes optimizing outsourcing performance, governance, dashboards, and analytics to ensure service levels, efficiency, and exceptional customer experiences align with business goals.