Workforce Manager, Special Services

First Investors Financial Services, Inc.; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Stellantis Financial Services, Inc. in the United States seeks a Workforce Manager, Specialized Services, to forecast, schedule, and optimize real-time capacity across contact-center operations.

The role partners with leadership to ensure service levels and customer experience meet strategic goals. The ideal candidate has 3+ years in Workforce Management, experience with Genesys or similar platforms, and a strong quantitative approach to capacity planning.

Qualifications

• Experience using WFM platforms (Genesys or similar) for forecasting, scheduling, and real-time adherence.
• Experience partnering with operational leaders for capacity planning and business continuity initiatives.
• Minimum 3 years in Workforce Management or related field with a track record of improving service levels.

Responsibilities

• Forecast staffing plans and schedules to meet service level goals.
• Manage real-time scheduling and intraday adherence.
• Administer WFM systems like Genesys for meetings, training, and events.
• Support short- and long-term capacity planning and contingency strategies.
• Prepare workforce performance reports with KPIs and actionable insights.
• Lead continuous improvements in forecasting accuracy and utilization.
• Collaborate with stakeholders on workforce planning initiatives.
• Perform other duties as assigned.

Skills

WFM systems proficiency

Real-time adherence monitoring

Forecasting & scheduling

Workforce analytics

Overtime available

Travel willingness 0-10%

Commute to Dallas/Atlanta/Michigan

Education

High school diploma

Bachelor’s degree preferred

WFM certification preferred

Tools

Power BI

Tableau

Job description

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

Position Summary

The Workforce Manager, Specialized Services provides workforce management support for Specialized Services teams through forecasting, staffing analysis, scheduling, and real-time resource optimization. This role leverages WFM tools, including Genesys, to ensure appropriate workforce coverage, achieve service level objectives, and drive operational efficiency. Partnering closely with Specialized Services leadership, the Workforce Manager supports capacity planning, workforce optimization, and business continuity strategies. Through data-driven analysis and resource management, this role enhances operational performance, improves the customer experience, and contributes to the organization's long-term growth and success.

Essential Duties and Responsibilities

• Analyze workforce trends, forecasting data, and operational performance metrics to develop staffing plans, schedules, and resource allocation strategies that support service level objectives, operational efficiency, and business goals.
• Manage workforce scheduling and real‑time operations by monitoring adherence, intraday performance, workload volumes, and staffing requirements, making timely adjustments to maintain optimal coverage and service levels.
• Administer workforce management systems and tools, including Genesys, to schedule, track, and coordinate meetings, training sessions, coaching activities, projects, and other planned events that impact workforce capacity.
• Partner with leadership and management teams to support short‑and long‑term capacity planning, workforce optimization initiatives, and contingency strategies that ensure business continuity and operational readiness.
• Prepare and deliver workforce performance reports, analyses, and recommendations by evaluating key performance indicators, identifying trends, and providing actionable insights to improve productivity, service delivery, customer experience, and overall business performance.
• Lead continuous improvement efforts by identifying opportunities to enhance forecasting accuracy, workforce utilisation, scheduling effectiveness, and operational processes through data‑driven recommendations and best practices.
• Collaborate cross‑functionally with internal stakeholders to support organisational initiatives, operational projects, and strategic workforce planning activities that align resources with evolving business needs.
• Perform other duties and responsibilities as assigned, recognising that job responsibilities may be modified or expanded to meet changing business needs and organisational priorities.

Qualifications and Competencies Required

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Experience

• Experience utilizing Workforce Management (WFM) platforms, including Genesys or comparable workforce optimisation systems, to support forecasting, scheduling, real‑time adherence monitoring, and workforce performance management.
• Demonstrated experience partnering with operational leaders and cross‑functional stakeholders to support workforce planning, capacity management, resource allocation, and business continuity initiatives that align with organisational objectives and service delivery requirements.
• Minimum of 3 years of experience in Workforce Management, contact centre operations, forecasting, scheduling, capacity planning, workforce analytics, or a related operational support function, with a proven ability to drive workforce efficiency and achieve service level objectives.

Education

• High school diploma or equivalent required

Skills Required

• Proficiency in Workforce Management (WFM) systems and tools, including Genesys or comparable workforce optimisation platforms, with the ability to support forecasting, scheduling, reporting, and real‑time workforce management activities.
• Demonstrated ability to monitor and manage real‑time operational performance, including adherence, service levels, staffing requirements, and workload fluctuations, while making effective adjustments to support evolving business and customer needs.
• Strong knowledge of workforce management methodologies and best practices, including forecasting, scheduling, capacity planning, resource optimisation, and real‑time workforce management, with the ability to apply data‑driven insights to improve operational performance and service delivery.
• Overtime required – required on an as needed basis.
• Travel 0-10% - as required on an as needed basis.
• Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas/Atlanta/Michigan

Qualifications Preferred

• Bachelor’s degree in Business Administration, Operations Management, Finance, Statistics, Economics, or a related field required.
• Workforce Management (WFM) certification or advanced training in workforce optimisation, forecasting, scheduling, capacity planning, or related workforce planning disciplines preferred.
• Advanced proficiency in Genesys Workforce Management and workforce optimisation platforms, including experience with forecasting, scheduling, intraday management, real‑time adherence monitoring, and workforce analytics.
• Experience utilising business intelligence, reporting, and data visualisation tools, such as Power BI, Tableau, or similar platforms, to analyse workforce performance, identify trends, and provide actionable recommendations that support operational and strategic decision‑making.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit for long periods of time, use hands and arms to operate office equipment including but not limited to a keyboard, mouse and phone, will occasionally need to reach, stoop, stand or walk. The employee must be able to see (close vision), hear, speak, and communicate verbally. The employee may occasionally lift and/or move up to 10 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Schedule

This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed. Travel is required 10% of the time.

An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, colour, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.