Service Manager, Workforce Management

Operations, WFM product/data, and service management experience. Strong understanding of service management, comfortable with queues, task views, and SLAs. Short term forecasting experience and ability to deep dive into service, forecasting, and scheduling issues. Proven experience managing and developing a high-performing team. High degree of comfort working with data to create documentation, recovery plans, and weekly reporting. Experience with projects and product changes, ensuring WFM can effectively support operational needs. Proficient in data analysis through multiple tools (Looker, Tableau, BigQuery, Google Sheets).

Own the full WFM planning cycle for domains. Manage and empower a high-performing team of analysts. Continuously improve WFM processes for SLAs, COps efficiency, and budget alignment. Proactively identify risks to service and recommend solutions. Manage short-term forecasting for domains. Ensure optimized schedules with flexible working options. Produce weekly and monthly reports for senior stakeholders. Respond to incidents and work a WFM On-Call rota. Partner with the WFM Tech team to prioritize initiatives. Support various projects and product changes.