Workforce Management Manager (WFM)

Bachelor’s degree in Business Administration, Operations, Statistics, or related field required; Master’s preferred. 5+ years of experience in workforce management, capacity planning, or contact center operations. At least 3 years in a leadership or managerial role. Proven experience managing workforce planning in a multi-channel customer service or call center environment. Strong analytical and quantitative skills with advanced Excel or data visualization (Tableau, Power BI) expertise. Familiarity with workforce management tools (e.g., Reflexis). Excellent communication, problem-solving, and stakeholder management abilities. Demonstrated ability to balance operational efficiency with customer experience priorities. Exceptional organization and time-management skills. Detail oriented with ability to follow-through on projects, meet deadlines and handle multiple tasks simultaneously. Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, AHT, etc.). Ability to work flexible work hours, including weekends and holidays. Experience working in a multi-site or hybrid customer service organization - Preferred Knowledge of advanced forecasting methodologies and automation tools - Preferred

Create, publish, and communicate schedules, ensuring equitable distribution and adequate coverage. Oversee real-time management of staffing and monitor service levels, making adjustments. Monitor traffic volumes and adjust coverage to ensure optimal service levels and labor costs. Develop, analyze, and present workforce reports and performance metrics to leadership. Lead workforce planning processes including forecasting, capacity planning, and scheduling. Partner with leadership to balance service levels, labor costs, and engagement initiatives. Identify areas for improvement and offer innovative solutions for efficiency. Track productivity, adherence to schedules, and overall workforce efficiency. Collaborate with Tech/Systems teams to ensure WFM tools are optimized. Identify opportunities for automation, efficiency, and improved forecasting accuracy. Lead, coach, and develop a team of workforce analysts.