Workforce Manager, Special Services

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Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys.

Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience.

The Workforce Manager, Specialized Services provides workforce management support for Specialized Services teams through forecasting, staffing analysis, scheduling, and real-time resource optimization. This role leverages WFM tools, including Genesys, to ensure appropriate workforce coverage, achieve service level objectives, and drive operational efficiency. Partnering closely with Specialized Services leadership, the Workforce Manager supports capacity planning, workforce optimization, and business continuity strategies. Through data-driven analysis and resource management, this role enhances operational performance, improves the customer experience, and contributes to the organization's long-term growth and success.

• Analyze workforce trends, forecasting data, and operational performance metrics to develop staffing plans, schedules, and resource allocation strategies that support service level objectives, operational efficiency, and business goals.
• Manage workforce scheduling and real-time operations by monitoring adherence, intraday performance, workload volumes, and staffing requirements, making timely adjustments to maintain optimal coverage and service levels.
• Administer workforce management systems and tools, including Genesys, to schedule, track, and coordinate meetings, training sessions, coaching activities, projects, and other planned events that impact workforce capacity.
• Partner with leadership and management teams to support short- and long-term capacity planning, workforce optimization initiatives, and contingency strategies that ensure business continuity and operational readiness.
• Prepare and deliver workforce performance reports, analyses, and recommendations by evaluating key performance indicators, identifying trends, and providing actionable insights to improve productivity, service delivery, customer experience, and overall business performance.
• Lead continuous improvement efforts by identifying opportunities to enhance forecasting accuracy, workforce utilization, scheduling effectiveness, and operational processes through data-driven recommendations and best practices.
• Collaborate cross-functionally with internal stakeholders to support organizational initiatives, operational projects, and strategic workforce planning activities that align resources with evolving business needs.
• Perform other duties and responsibilities as assigned, recognizing that job responsibilities may be modified or expanded to meet changing business needs and organizational priorities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Experience utilizing Workforce Management (WFM) platforms, including Genesys or comparable workforce optimization systems, to support forecasting, scheduling, real-time adherence monitoring, and workforce performance management.
• Demonstrated experience partnering with operational leaders and cross-functional stakeholders to support workforce planning, capacity management, resource allocation, and business continuity initiatives that align with organizational objectives and service delivery requirements.
• Minimum of 3 years of experience in Workforce Management, contact center operations, forecasting, scheduling, capacity planning, workforce analytics, or a related operational support function, with a proven ability to drive workforce efficiency and achieve service level objectives.

• High school diploma or equivalent required

• Proficiency in Workforce Management (WFM) systems and tools, including Genesys or comparable workforce optimization platforms, with the ability to support forecasting, scheduling, reporting, and real-time workforce management activities.
• Demonstrated ability to monitor and manage real-time…