Workforce Manager

Five Star Call Centers; Des Moines (IA); Remote; USD 45,000 - 55,000; Full time

Job summary

A leading call center organization is seeking a detail-oriented Workforce Manager. In this role, you will manage workforce planning and staffing models, ensuring optimal resource allocation and productivity. The position is remote with options for on-site work. You will present data-driven strategies to clients and collaborate with teams to enhance workforce management practices. Experience in workforce management and data analysis is essential, with a salary range of $45k-$55k depending on experience.

Benefits

Comprehensive health, dental, and vision insurance

Paid time off and holidays

Professional development opportunities

Collaborative and inclusive company culture

Qualifications

• Proficiency in workforce management software is required.
• Experience in forecasting and data analysis is mandatory.
• Previous experience in workforce management is essential.

Responsibilities

• Manage workforce planning, forecasting, and staffing models.
• Analyze data for optimal staffing and operational efficiency.
• Develop and maintain workforce strategies and models.

Skills

Strong analytical skills

Proficiency in workforce management software

Excellent communication skills

Experience in forecasting and data analysis

Ability to thrive in a fast-paced environment

Previous experience in workforce management

Experience with WFM in a BPO

Tools

Excel

Verint

Genesys

Job description

Job Description

We are seeking a detail-oriented Workforce Manager to join our team. In this role, you will be responsible for managing workforce planning, forecasting, and staffing models to ensure optimal resource allocation and employee productivity. You will collaborate closely with internal teams and clients to deliver accurate and actionable insights.

This is a remote position or you can work on-site in our Sioux Falls, SD office.

Key Responsibilities:

1. Develop and maintain workforce planning, staffing, and forecasting models.
2. Analyze data to ensure optimal staffing levels, balancing operational efficiency with employee satisfaction.
3. Present workforce strategies, trends, and forecasts to clients and stakeholders in a clear and professional manner.
4. Identify and address workforce challenges through data analysis and proactive planning.
5. Collaborate with department leaders to align staffing models with business needs and client expectations.
6. Ensure compliance with company policies and industry regulations.
7. Continuously assess and improve workforce management practices.
8. Manage and develop the team of current WFM Analysts.

Requirements:

• Strong analytical skills with a keen attention to detail.
• Proficiency in workforce management software and tools (e.g., Excel, Verint, Genesys, etc.).
• Excellent communication and presentation skills, with the ability to explain complex data to non-technical audiences.
• Experience in forecasting, data analysis, and workforce optimization.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
• Previous experience in the workforce management field required.
• Experience with WFM in a BPO required.

Benefits / Pay:

• Comprehensive health, dental, and vision insurance.
• Paid time off and holidays.
• Professional development opportunities.
• Collaborative and inclusive company culture.
• Salary Range 45k-55k depending on experience.

Remote:

• Equipment will be shipped to you.
• Must have verified internet service (secure, reliable, and dedicated high-speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection). Company will provide equipment.

If you are a data-driven professional with a passion for workforce optimization, we encourage you to apply!

Please submit your resume and a cover letter explaining your experience in workforce management and forecasting models.

We are an Equal Opportunity Employer and welcome applicants from all backgrounds to apply.

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