WFM Leader: Forecasting, Scheduling & Real-Time Ops

ITCON Services

United States

On-site

USD 120,000 - 160,000

Full time

9 days ago

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Job summary

ITCON Services is seeking a Workforce Management (WFM) Manager to lead forecasting, capacity planning, scheduling, and real-time operations for a large federal contact center program. The successful candidate will transform customer demand forecasts into actionable staffing and scheduling plans, ensuring optimal resource utilization and service delivery across multiple channels.

This is a critical leadership role for a workforce management professional who thrives in fast-paced, high-volume

Qualifications

Bachelor's degree in Business, Operations Management, Mathematics, Statistics, or related field (or equivalent experience).
Minimum of 7 years of Workforce Management experience within enterprise contact center environments.
Experience with forecasting and demand planning, capacity planning, scheduling, and real-time/intraday WFM.
Experience supporting large-scale, highly variable contact center operations.
Proficiency with enterprise WFM platforms and analytics tools.
Strong analytical, problem-solving, and data interpretation skills.
Excellent written and verbal communication skills; ability to present to senior leadership.

Responsibilities

Develop and maintain contact volume forecasts across multiple channels, skills, languages, and operating periods.
Translate demand forecasts into interval-level staffing requirements and long-term capacity plans.
Create workforce schedules that balance service-level objectives with operational efficiency.
Monitor real-time adherence and workforce performance, making adjustments as necessary.
Build and maintain staffing models that account for AHT, service levels, abandonments, occupancy, shrinkage, absenteeism, training, and attrition.
Execute intraday reforecasting and recommend staffing adjustments to meet changing demand patterns.
Monitor workforce utilization, productivity, attendance, and operational capacity.
Provide WFM reporting, insights, and recommendations to program leadership and the CQA Command Center.
Develop surge staffing models, contingency plans, and reserve-capacity strategies for fluctuating workloads and emergencies.
Identify opportunities for process improvements through workforce analytics and performance reporting.