Florida Workforce Management Manager

Job Summary

To build and lead a new Workforce Management function, the full-time remote Florida Workforce Management Manager will manage forecasting, scheduling, and real-time operations while developing processes and technology to enhance the contact center's performance.

Key responsibilities

• Build and lead the Workforce Management function, including processes, standards, and team structure
• Create forecasts for lead volume, staffing needs, and service levels while designing schedules that align staffing with demand
• Own workforce technology and develop dashboards and reporting for leadership decision-making

Required qualifications

• 5+ years of Workforce Management experience in a contact center
• 3+ years leading workforce planning, forecasting, scheduling, or real-time operations
• Experience managing Workforce Analysts, Schedulers, or similar teams
• Strong forecasting, capacity planning, and staffing-model skills
• Hands-on experience with workforce management platforms such as Five9, NICE IEX, or similar