Workforce Management Manager (WFM)

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