Manager, Workforce Management

7+ years of experience in Workforce Management and business analysis At least 2–3 years in a leadership or strategy-focused role Proven expertise in workforce management, business analysis, and customer operations Strong data analytics skills, with proficiency in tools such as SQL, Tableau, Sigma, Excel, or similar platforms Ability to drive process improvements through structured problem-solving and root cause analysis Strong communication and leadership skills Background in fintech, technology, or high-growth environments is a plus

Lead workforce management strategies for optimal staffing and resource allocation. Own performance management across core WFM metrics. Monitor real-time case management and ensure SLA adherence. Collaborate with Planning for forecasting, capacity planning, and workload balancing. Partner with Vendor Management to optimize agent productivity and performance. Develop performance monitoring frameworks for key operational metrics. Analyze operational data to identify trends and actionable insights. Create and present performance reports to senior leadership. Investigate escalations and process inefficiencies to recommend corrective actions. Drive continuous process enhancements for case resolution and customer experience. Lead cross-functional initiatives for case handling procedures and quality control. Collaborate with Training and Knowledge Management teams. Identify opportunities for automation and AI efficiencies. Assess case backlog trends and implement resource adjustments. Investigate vendor performance variances and recommend corrective actions. Analyze escalation patterns and refine agent workflows. Identify process breakdowns causing SLA breaches and lead interventions. Provide leadership insights into performance gaps and recommend strategic initiatives.