Workforce Management Manager responsible for overseeing strategic planning and day-to-day execution of workforce operations to ensure optimal staffing and service levels across the organization.
Requirements
- Bachelor’s degree in Business Administration, Operations, Statistics, or related field required; Master’s preferred.
- 5+ years of experience in workforce management, capacity planning, or contact center operations, including at least 3 years in a leadership or managerial role.
- Strong analytical and quantitative skills with advanced Excel or data visualization expertise.
- Familiarity with workforce management tools (e.g., Reflexis).
- Excellent communication, problem-solving, and stakeholder management abilities.
- Exceptional organization and time-management skills
- Detail oriented with ability to follow-through on projects, meet deadlines and handle multiple tasks simultaneously
- Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, AHT, etc.) and their impact on performance and staffing.
- High degree of professionalism, integrity, objectivity and customer service focus
- Ability to work flexible work hours, including weekends and holidays
Benefits
- Paid Time Off
- Medical, Dental, Vision and Prescription Insurance
- 401(k) Retirement Plan with company match
- Flexible spending account
- Health savings account
- Tuition Reimbursement
- Employee discount
- Parental leave
- Life insurance