Workforce Management & Optimization Manager

Lead the forward-looking Workforce Management and Optimization function for a multi-client, multi-channel remote workforce. This role is accountable for forecasting, capacity planning, schedule design, plan-versus-actual analysis, reporting, process improvement, and workforce tools. The Manager develops the WFM Analysts, turns business requirements and operating data into actionable staffing recommendations, and partners with the Manager, Real-Time Operations to connect plans with daily execution.

Schedule preferred M-F 10-7pm CST.

To qualify for employee positions, candidates must be legal residents of one of the following states: AR, AZ, FL, IN, IA, MI, NC, NE, OH, TN, TX.

• Lead, coach, prioritize, and support the WFM Analysts. Establish clear client portfolios, deliverable ownership, backup responsibilities, quality standards, and development priorities.
• Own workforce forecasts, capacity models, staffing plans, and planning assumptions for clients where Operational Insights provides those services. Support and review client-directed plans where responsibility remains with the client.
• Direct schedule design, schedule production, and staffing-plan maintenance according to the approved service model, client requirements, operating constraints, and available workforce.
• Review client staffing and lock plans, identify forward-looking risks, and advise program teams of capacity gaps, coverage concerns, assumption changes, and recommended actions.
• Perform and oversee plan-versus-actual analysis, including volume, workload, staffing, service level, occupancy, adherence, and other relevant workforce measures.
• Provide strategic workforce insights that support business decisions, KPI review, team analysis, client planning, resource allocation, and account performance.
• Research call trends, demand drivers, performance patterns, and recurring operational issues. Translate findings into practical recommendations for Operations, Program Success, and client teams.
• Define WFM reporting requirements and work with Business Intelligence and technical partners on governed data, dashboards, integrations, and data-quality controls.
• Own the design and maintenance of WFM processes, planning calendars, analytical standards, documentation, and fallback methods. Coordinate implementation with Real-Time Operations and program teams.
• Identify, prioritize, and manage workforce process-improvement, automation, and tool-development initiatives. Document expected benefits, adoption requirements, risks, and results.
• Maintain a clear inventory of recurring client deliverables, deadlines, assumptions, dependencies, and ownership. Escalate conflicts between new requests, available capacity, and existing commitments.
• Use feedback from Real-Time Operations to refine forecasts, schedules, staffing recommendations, escalation criteria, reports, and tools.
• Own client meetings, planning calls, and communication related to forecasting, capacity, schedules, staffing plans, performance trends, reporting, and improvement initiatives.
• Present assumptions, findings, risks, recommendations, and follow-up items in terms that client and program leaders can act on.
• Participate in real-time staffing, compliance, and escalation discussions when planning or analytical support is required.
• Serve as backup client-facing leadership for the Manager, Real-Time Operations when that manager is unavailable or when a client issue spans both functions.

• Work as a leadership counterpart to the other Operational Insights Manager and maintain clear handoffs between real-time execution and forward-looking workforce planning.
• Provide secondary support for the counterpart manager’s essential meetings, communications, escalations, and leadership responsibilities to…