Strategic Workforce Manager — Forecasting & Staffing

Jobtailor; McKinney (TX); On-site; USD 110,000 - 140,000; Full time

Job summary

Jobtailor is seeking a Workforce Manager to develop forecasts for call volume and lead transfers, turning insights into actionable staffing plans. You will guide scheduling, real‑time queue management, and reporting for leadership.

The role requires building a high‑performing WFM team, translating data into staffing strategies, and collaborating with Sales, Training, QA, IT, and HR to support live lead programs.

Qualifications

• Bachelor's degree in Business, Operations Management, Analytics, or related field or 5+ years of WFM experience.
• 3–5+ years of WFM in call centers with 1–2 years in a supervisory/lead role.
• Strong WFM knowledge: forecasting, scheduling, real-time queue management, shrinkage/adherence analysis.
• Understanding live lead transfer staffing dynamics and volume variability impacts.
• Experience with WFM platforms and reporting tools.
• Advanced Excel; Word and Outlook proficiency.
• Tableau/Power BI experience preferred.

Responsibilities

• Develop and maintain forecast models for call volume and lead transfers.
• Refine forecasts based on lead source volume, agent headcount, and campaigns.
• Translate forecasts into staffing plans for Call Center leadership.
• Provide regular workforce metrics and trend reports.
• Oversee scheduling of call center agents including training and meetings.
• Monitor live queues and adjust staffing to meet SLAs and maximize leads.

Skills

Forecasting

Scheduling

Real-time queue management

Shrinkage/adherence analysis

Team leadership

Data visualization (Tableau/Power BI)

Education

Bachelor's degree in Business/Analytics/Operations

5+ years call center WFM experience

Tools

Verint

NICE

Genesys

Tableau/Power BI

Job description

Jobtailor is seeking a Workforce Manager to develop forecasts for call volume and lead transfers, turning insights into actionable staffing plans. You will guide scheduling, real‑time queue management, and reporting for leadership.

The role requires building a high‑performing WFM team, translating data into staffing strategies, and collaborating with Sales, Training, QA, IT, and HR to support live lead programs.