Senior Manager, Workforce Analytics
New
United StatesFull-TimeManager
Salary133,500 - 153,500 USD per year
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Job Details
- Experience
- 8+ years of Workforce Management experience; 3+ years of experience leading and developing teams
- Required Skills
- SQLMicrosoft ExcelData analytics
Requirements
- 8+ years of Workforce Management experience, with strong expertise in forecasting and demand planning.
- 3+ years of experience leading and developing teams in a data or operations environment.
- Experience supporting inbound lead and outbound dialing contact center environments.
- Strong understanding of conversion funnels, lead flow dynamics, and agent productivity metrics.
- Advanced Excel skills; experience with SQL and analytics tools such as Sigma preferred.
- Familiarity with workforce management platforms and reporting systems.
- Strong communication skills with the ability to present complex insights to senior leadership.
- Ability to manage multiple priorities in a fast-paced, high-volume operational environment.
- Strong problem-solving, adaptability, and attention to detail.
Responsibilities
- Develop and manage short- and long-term forecasts for inbound leads and outbound dialing operations.
- Continuously improve forecasting accuracy through advanced analytics, modeling, and performance analysis.
- Translate demand forecasts into staffing, headcount, and hiring plans aligned with revenue and conversion goals.
- Partner with Sales, Marketing, Finance, and Operations to align on business priorities and workforce strategies.
- Lead scenario planning for campaigns, budget shifts, and growth initiatives to support agile decision-making.
- Manage, mentor, and develop a team of workforce forecasting analysts.
- Track and report key performance metrics such as forecast accuracy, productivity, service levels, and speed-to-dial.
- Present insights and recommendations to senior leadership, highlighting risks, trends, and opportunities.
- Ensure workforce planning models incorporate compliance, cost efficiency, and operational constraints.
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