Workforce Manager

Job Description:

• Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
• Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies
• Produce monthly executive readouts covering workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage), service-level outcomes and operational KPIs, org-level results and trends, with clear insights and recommendations
• Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience)
• Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
• Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights.
• Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities
• Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices

Requirements:

• 3+ years of workforce management experience in a contact center, service desk, or customer support environment
• Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
• Strong background in data analysis, insights generation, and leadership-facing reporting
• Demonstrated experience with WFM tools (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar)
• Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, complex formulas, data visualization)
• Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
• Ability to connect workforce data to broader organizational performance and business outcomes
• Clear, concise communicator with strong storytelling skills using data
• Comfortable operating in ambiguity and fast-changing environments.
• Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or related field or equivalent combination of education and experience

Benefits:

• Flexible vacation
• Generous parental leave
• Mental wellbeing support
• Physical health benefits
• Financial planning support
• Engaging perks and discounts

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