Manager, Workforce Management Operations
New
J
JobgetherCrisis Intervention
Fully remote opportunity open to candidates across the continental U.S., Alaska, and HawaiiFull-TimeManager
Salary$75,000–$90,000
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Job Details
- Languages
- Fluency in both spoken and written English and Spanish is required.
- Experience
- 3+ years of professional experience in Workforce Management; 2+ years of experience leading, developing, coaching, and managing direct reports.
- Required Skills
- Microsoft ExcelGoogle Sheets
Requirements
- 3+ years of professional experience in Workforce Management, including forecasting, scheduling, and real-time intraday management within a contact center or crisis services environment.
- Extensive experience using at least one major WFM platform, such as Genesys Cloud WFM, NICE inContact WFM, Calabrio, Aspect, or Verint.
- 2+ years of experience leading, developing, coaching, and managing direct reports, with demonstrated ability to establish accountability and drive team performance.
- Strong proficiency in advanced data analysis using Microsoft Excel, Google Sheets, and/or business intelligence platforms such as Looker or Tableau.
- Fluency in both spoken and written English and Spanish is required.
- Strong workforce planning, forecasting, scheduling, analytical, and problem-solving capabilities, with the ability to translate data into practical operational decisions.
- Excellent communication and collaboration skills, with the ability to work effectively across operational, leadership, and cross-functional teams.
- Demonstrated ability to manage multiple priorities, work under tight timelines, and respond effectively to changing operational conditions.
- Strong attention to detail, sound judgment, and a commitment to confidentiality and ethical decision-making.
- Commitment to inclusion, belonging, equitable practices, and respectful collaboration.
Responsibilities
- Lead, develop, coach, train, and manage Workforce Management team members, establishing clear goals, priorities, accountability, and ongoing feedback.
- Develop, implement, and maintain advanced short-, medium-, and long-term forecasting models across phone, chat, and text crisis service channels in the U.S. and Mexico.
- Oversee scheduling strategies and capacity planning to maintain appropriate staffing levels while accounting for shrinkage, training, operational requirements, and service-level agreements.
- Partner closely with crisis services leadership to analyze historical performance, identify staffing trends, and implement improvements to forecasting and workforce planning.
- Lead scenario planning and what-if analyses to anticipate and respond to expected and unexpected changes or peaks in crisis contact volume.
- Manage tactical improvements and operational processes within the Workforce Management function, continuously identifying opportunities to improve efficiency and service reliability.
- Use workforce and operational data to support informed decision-making, optimize resource allocation, and maintain appropriate coverage for 24/7 services.
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