We are looking for an experienced Workforce Management Manager to oversee forecasting, planning, staffing optimization, and reporting.

This role requires demonstrated ability to calculate, analyze and interpret data and information to draw meaningful conclusions, problem-solve and make informed decisions. The person in this role is analytically minded, operationally excellent, and comfortable working with executive leadership to drive impactful change.

As the Manager, Strategic Workforce Management, you will identify opportunities to enhance efficiency and lead pilot programs that identify new and innovative ways to improve team performance. You will be responsible for evolving our workforce management tools & programs and building accurate operational reporting capabilities. As the Manager, you will directly manage and lead the WFM team.

What You’ll Do:

• Manage long-term, medium-term, and real-time staffing decisions across the team
• Identify & implement technology and tools for data driven staffing decisions
• Analyze historical performance & identify opportunities to improve performance
• Engage with senior leadership & broader organization to provide advice on special projects
• Develop & maintain operational reporting on staffing levels, attendance, and occupancy
• Document standard workflows and best practices

Job Requirements and Qualifications

• BA/BS in an applicable discipline or equivalent relevant experience
• Superior written and verbal communication skills
• Ability to work in fast-paced environment, with frequently changing priorities
• Leadership and people management experience in a fast-moving environment
• Excellent analytical skills and detailed knowledge of Excel and experience with BI tools (e.g. Looker)
• Advanced experience building and analyzing models using various statistical tools for forecasting and scheduling optimization
• 5+ years of professional experience in a call center environment
• 2+ years of experience managing a Workforce Management (WFM) specialty role and hands-on experience with Calabrio WFM and WFO systems (preferred) or alternatives (Aspect eWFM, NICE IEX, impact360)
• Forecasting/staffing experience
• Scheduling
• Real-Time Monitoring 
• Clear, effective communication
• Attention to detail, PM experience, makes deadlines
• Fast worker, quick to pivot, quick learner, adaptable, thrives in environments with volatility and ambiguity
• Driver, proactive, self-starter, solution-oriented
• Able to see the big picture while working in the weeds
• Previous experience working with executive-level employees (preferred)