Workforce Management Manager

POSITION OVERVIEW

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs. 

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. 

We are seeking a Workforce Management (WFM) Manager who will lead the development and execution of workforce strategy to ensure optimal staffing, accurate forecasting, and strong service level performance across the operation. This role is responsible for aligning workforce plans with business needs, improving operational efficiency, and ensuring teams are positioned to deliver consistent and reliable customer support.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Key Responsibilities:

• Manages and provides ongoing support to Workforce Management Analysts, ensuring they have clear direction, accurate data, and the tools needed to execute forecasting, scheduling, and real‑time management effectively.
• Ensures all workforce-related requirements, deliverables, and reporting deadlines are completed accurately and on time, maintaining alignment with operational needs and client expectations.
• Oversees the full forecasting cycle, including long‑term, short‑term, and intraday projections, and uses data insights to guide resource planning, staffing models, and service level strategies.
• Leads capacity planning efforts by evaluating historical trends, future volume projections, shrinkage assumptions, and staffing constraints to ensure the organization is fully prepared to meet demand.
• Develops and maintains scheduling strategies that balance operational efficiency, employee experience, and service level objectives, ensuring coverage aligns seamlessly with forecasted workloads.
• Aligns staffing models with operational goals by collaborating with Operations, HR, and Finance to ensure headcount plans, hiring pipelines, and scheduling decisions support both productivity and service excellence.
• Drives continuous improvements in workforce planning processes by analyzing performance trends, identifying process gaps, introducing automation opportunities, and optimizing workflows for greater accuracy and efficiency.
• Partners with leadership to provide insights and recommendations on staffing risks, service level threats, and operational bottlenecks, enabling proactive decision‑making across the business.
• Ensures workforce tools, platforms, and reporting dashboards are used effectively and updated as needed to support accurate forecasting and real‑time visibility.
• Supports business continuity and contingency planning by preparing staffing scenarios, adjusting plans in response to unexpected volume changes, and coordinating mitigation strategies with cross-functional teams.

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 3+ years of Workforce Management experience in a complex contact center environment, demonstrating the ability to support high-volume operations, multi-skill queues, and dynamic staffing needs.
• Strong expertise in forecasting, capacity planning, and scheduling, with proven ability to build accurate models, interpret historical trends, and adjust staffing plans in response to changing volumes or business conditions.
• Leadership experience managing WFM teams, including coaching analysts, delegating responsibilities, and ensuring high performance across forecasting, scheduling, and real-time management functions.
• Advanced analytical and reporting capabilities, with the ability to work with large datasets, identify performance trends, create actionable insights, and present data in a clear, operationally relevant manner.
• Ability to translate workforce data into operational strategy, partnering with cross-functional teams to influence decision-making, staffing plans, budget discussions, and service-level improvement initiatives.
• Hands‑on experience with real-time operations and service‑level recovery plans, including managing intraday adjustments, responding to unexpected volume spikes, and coordinating mitigation efforts with operations leadership.
• Strong communication, stakeholder management, and problem-solving skills, with the ability to influence without authority and collaborate across departments.
• High proficiency in WFM tools, Excel/Google Sheets, and reporting platforms, enabling accurate forecasting, schedule creation, and performance monitoring.
• Deep understanding of contact center KPIs, such as SL, AHT, shrinkage, occupancy, interval alignment, and schedule adherence, and how they contribute to overall operational success.

Nice to Have

• Certifications or advanced proficiency in major workforce management platforms.
• Experience supporting multi-site, multi-language, or global operations, with exposure to varied staffing models, regional labor considerations, or time‑zone–based complexities.
• Background in financial modeling, budget forecasting, or scenario planning, supporting long-term operational strategies, hiring plans, and cost optimization initiatives.
• Experience implementing new WFM systems, automation tools, or reporting dashboards, contributing to the modernization and scalability of workforce planning functions.
• Familiarity with AI-assisted forecasting, machine learning models, or advanced analytics, helping drive innovation in WFM processes.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

At MCI, we believe that your hard work deserves recognition and reward. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

What You Can Expect from MCI:

We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:

• Paid Time Off: Earn PTO and paid holidays to take the time you need.
• Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
• Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
• Retirement Savings: Secure your future with retirement savings programs, where available.
• Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
• Life Insurance: Access life insurance options to safeguard your loved ones.
• Supplemental Insurance: Accident and critical illness insurance
• Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
• Paid Training: Learn new skills while earning a paycheck.
• Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
• Casual Dress Code: Be comfortable while you work.

Compensation & Benefits that Fit Your Life

MCI takes pride in tailoring our offerings to fit the needs of our diverse team across subsidiaries and locations. While specific benefits and incentives may vary by geography, the core of our commitment remains the same: rewarding effort, providing growth opportunities, and creating an environment where every employee feels valued.

If you’re ready to join a company that recognizes your contributions and supports your growth, MCI is the place for you. Apply today!

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening.  Job offers are contingent on drug screening results. (Does not apply in Canada)

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines.

Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: MCI BPO, MCI BPOaaS, MarketForce,  GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum.

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The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.