Workforce Management Manager

Job Summary

A company is looking for a Workforce Management Manager to lead workforce planning and real-time management in contact center operations.

Key Responsibilities

• Lead and develop a team of WFM Analysts, establishing goals and best practices
• Oversee forecasting, scheduling, and capacity planning to optimize staffing and resource allocation
• Partner with cross-functional teams to align workforce strategies with business objectives and financial goals

Required Qualifications

• Bachelor's degree in Business, Analytics, Finance, or Operations Management preferred
• 5+ years of workforce management experience in a contact center, including 2 years in a leadership role
• Expertise in forecasting, scheduling, and real-time management for multi-site operations
• Proficiency with WFM systems and strong Excel and data analysis skills
• Experience partnering with Finance and HR to align staffing strategies with budgets