WFM Strategy & Capacity Manager

Mass Markets; Wichita (KS); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings

Career Growth Opportunities

Paid Training

Job summary

A leading business services company in Wichita seeks a Workforce Management Manager to optimize staffing and forecasting strategies. The role involves overseeing a team, managing workforce performance, and aligning operational goals for service excellence. Candidates need a solid background in Workforce Management, strong analytical abilities, and leadership skills. The position offers competitive compensation and benefits while contributing to a dynamic team culture focused on growth and improvement.

Qualifications

• 3+ years of Workforce Management experience in a complex contact center environment.
• Strong expertise in forecasting and capacity planning.
• Leadership experience managing WFM teams.
• Advanced analytical capabilities with large datasets.
• Ability to translate workforce data into operational strategy.

Responsibilities

• Lead development and execution of workforce strategy.
• Manage Workforce Management Analysts for effective scheduling.
• Oversee full forecasting cycle and use data insights.
• Drive continuous improvements in workforce planning processes.
• Support business continuity and contingency planning.

Skills

Workforce Management experience

Forecasting expertise

Capacity planning

Leadership skills

Analytical skills

Communication skills

Stakeholder management

Data interpretation

WFM tools proficiency

Tools

Excel/Google Sheets

WFM software tools

Job description

A leading business services company in Wichita seeks a Workforce Management Manager to optimize staffing and forecasting strategies. The role involves overseeing a team, managing workforce performance, and aligning operational goals for service excellence. Candidates need a solid background in Workforce Management, strong analytical abilities, and leadership skills. The position offers competitive compensation and benefits while contributing to a dynamic team culture focused on growth and improvement.