Role Description

Lead the forward-looking Workforce Management and Optimization function for a multi-client, multi-channel remote workforce. This role is accountable for:

• Forecasting
• Capacity planning
• Schedule design
• Plan-versus-actual analysis
• Reporting
• Process improvement
• Workforce tools

The Manager develops the WFM Analysts, turns business requirements and operating data into actionable staffing recommendations, and partners with the Manager, Real-Time Operations to connect plans with daily execution.

Qualifications

• Must be a US citizen or permanent resident to be considered for full-time employment
• Five or more years of experience with contact center processes, workforce management, analytics, reporting, or closely related work
• Demonstrated leadership ability, sound judgment, initiative, and ownership in a fast-paced environment with changing priorities
• Strong analytical and problem-solving skills, including the ability to identify risks, evaluate options, and communicate concerns promptly
• Strong working knowledge of Microsoft Excel and PowerPoint
• Experience using workforce management and contact center platforms is preferred
• Ability to communicate effectively with clients, leaders, program teams, analysts, specialists, and technical partners at all organizational levels
• Ability to prioritize multiple responsibilities, meet deadlines, maintain attention to detail, and remain accountable for results with limited supervision
• Commitment to continuous learning and the ability to build team capability through coaching, documentation, knowledge sharing, and feedback
• Experience with forecasting, capacity planning, scheduling, plan-versus-actual analysis, data visualization, or workforce optimization is preferred
• Working knowledge of reporting, automation, Power BI, SQL, or similar analytical tools is preferred
• Ability to use a keyboard, attend virtual meetings, and work at a computer for a large portion of the work period
• Ability to support business needs across client operating hours, including occasional urgent escalations or schedule adjustments

Requirements

• Lead, coach, prioritize, and support the WFM Analysts
• Establish clear client portfolios, deliverable ownership, backup responsibilities, quality standards, and development priorities
• Own workforce forecasts, capacity models, staffing plans, and planning assumptions for clients
• Support and review client-directed plans
• Direct schedule design, schedule production, and staffing-plan maintenance
• Review client staffing and lock plans, identify forward-looking risks, and advise program teams
• Perform and oversee plan-versus-actual analysis
• Provide strategic workforce insights that support business decisions
• Research call trends, demand drivers, performance patterns, and recurring operational issues
• Define WFM reporting requirements and work with Business Intelligence and technical partners
• Own the design and maintenance of WFM processes, planning calendars, analytical standards, documentation, and fallback methods
• Identify, prioritize, and manage workforce process-improvement, automation, and tool-development initiatives
• Maintain a clear inventory of recurring client deliverables, deadlines, assumptions, dependencies, and ownership
• Use feedback from Real-Time Operations to refine forecasts, schedules, staffing recommendations, escalation criteria, reports, and tools
• Own client meetings, planning calls, and communication related to forecasting, capacity, schedules, staffing plans, performance trends, reporting, and improvement initiatives
• Present assumptions, findings, risks, recommendations, and follow-up items
• Participate in real-time staffing, compliance, and escalation discussions
• Serve as backup client-facing leadership for the Manager, Real-Time Operations
• Work as a leadership counterpart to the other Operational Insights Manager
• Provide secondary support for the counterpart manager’s essential meetings, communications, escalations, and leadership responsibilities
• Share significant client risks, staffing concerns, forecast changes, process gaps, and commitments with the Director and counterpart manager
• Maintain enough cross-functional knowledge to provide informed backup support

Benefits

• Annual merit increases
• Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
• Generous paid time off, holidays, and volunteerism time
• An amazing company culture and all the benefits of fully remote work