Jobs in United States

Workforce Manager Job Description

Workforce Manager provides initiative-taking, solutions-oriented support for the Contact Center Management and Workforce Management teams and continuous improvement of workforce processes, policies, and procedures.

The Workforce Manager is responsible for leading and optimizing workforce planning strategies to ensure operational excellence within the contact center. This role oversees workforce specialists, manages forecasting, scheduling, and real-time monitoring, and ensures key performance indicators (KPIs) are met. The Workforce Manager collaborates with Operations and other stakeholders to align workforce strategies with business goals while fostering a positive work environment.

• Develop and maintain long- and short-term forecasting and staffing models for both front and back-office operations.
• Forecast accuracy targets and monitoring (e.g., ±10%); maintain accuracy within an acceptable range.
• Ensure quality of deliverables (target: 98%).
• Oversee capacity planning, ensuring service levels, adherence, and occupancy targets are achieved.
• Maintain schedule efficiency targets (e.g., 95%).
• Utilize workforce management (WFM) technology and processes to determine staffing requirements and create optimized schedules.
• Monitor the Net Promoter Score (NPS) from WFM processes.
• Lead the daily activities of the Command Center to ensure work is completed on schedule with high quality.
• Maintain 95% compliance with Manager’s Deliverables.
• Monitor real-time agent behaviors, efficiency, and availability, and provide insights to optimize staffing and adherence.
• Ensure compliance with SLA and required hours per account.
• Collaborate with Operations to develop and execute real-time management strategies, including trigger-based adjustments for queues and staffing.
• Conduct data analysis to identify opportunities for improving service levels, cost efficiency, and employee satisfaction.
• Develop and present performance management reports with actionable insights for stakeholders.
• Drive process improvement initiatives to enhance workforce operations, policies, and procedures. Sensitive KPI’s (Failure to meet one of these KPIs will be subject to immediate termination).
• Provide leadership and motivation to the WFM team, ensuring continuous development and knowledge transfer.
• Implement succession planning and training programs to strengthen workforce management expertise.
• Conduct regular meetings with stakeholders to communicate production activities, staffing capacity, and performance trends.
• Ensure compliance with company policies and industry best practices.
• Maintain and update workforce management documentation, including standard operating procedures.
• Generate and present reports detailing workforce performance metrics, adherence, and capacity planning.
• And any other assignments required.

• A minimum of five years of experience in a contact center environment, including at least three years of workforce management (WFM) experience.
• A high school diploma is required; a bachelor's degree is preferred. An emphasis in mathematics, statistics, or analytical disciplines is a plus.
• Demonstrated proficiency in basic computer skills, including Microsoft Excel.
• Proficiency in WFM tools is desired (experience with tools used in this center is a plus).
• Strong analytical and problem-solving skills, with the ability to interpret complex data.
• Excellent leadership, communication, and stakeholder management abilities.
• Experience in forecasting, scheduling, real-time adherence, and capacity planning.
• Ability to work in a fast-paced environment with shifting priorities.