Workforce Management Manager; WFM

Workforce Management (WFM) Manager

Location:

Frederick, MD (On-site)

Base pay range: $84,000.00 – $97,000.00 per year

• Create, publish, and communicate schedules, ensuring equitable shift distribution and adequate coverage for peak and off‑peak times.
• Serve as point of contact for schedule changes and maintain appropriate coverage levels.
• Oversee real‑time staffing management and monitoring of service levels, making adjustments to optimize coverage and resource utilization.
• Monitor queue traffic volumes and adjust coverage to ensure optimal service levels and labor cost metrics.
• Develop, analyze, and present workforce reports and performance metrics to leadership, including insights on employee workload and engagement trends.
• Lead workforce planning processes, including forecasting, capacity planning, and scheduling, while promoting fairness and employee satisfaction.
• Partner with leadership to balance service levels, labor costs, and engagement initiatives that support retention and satisfaction.
• Identify areas for improvement and recommend innovative solutions for scheduling efficiency, service levels, and labor costs.
• Track productivity, adherence to schedules, and workforce efficiency, and share insights with leadership.
• Analyze trends, risks, and opportunities through data analysis and propose operational and employee experience enhancements.
• Demonstrate sound judgment, adaptability, and empathy in managing dynamic operational demands and supporting team engagement.
• Collaborate with Customer Service, Quality Assurance, and Learning & Development to plan training, coaching, and QA calibration sessions.
• Work with Tech/Systems teams to optimize WFM tools (e.g., NICE, Freshdesk, CSR) and maintain data integrity.
• Identify automation opportunities and improve forecasting accuracy; produce WFM reports on forecast accuracy, adherence, occupancy, and service level performance.
• Present insights and recommendations to leadership to drive operational improvements.
• Maintain dashboards and key performance metrics for organization‑wide visibility.
• Lead, coach, and develop a team of workforce analysts and real‑time analysts.

• 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.
• Proven experience managing workforce planning in a multi‑channel customer‑service or call‑center environment.
• Strong analytical and quantitative skills with advanced Excel or data‑visualization expertise (Tableau, Power BI).
• Familiarity with workforce‑management tools, e.g., Reflexis.
• Excellent communication, problem‑solving, and stakeholder‑management abilities.
• Demonstrated ability to balance operational efficiency with customer‑experience priorities.
• 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) and their impact on performance and staffing.
• High degree of professionalism, integrity, objectivity, and customer‑service focus.
• Ability to work flexible hours, including weekends and holidays.
• Experience in a multi‑site or hybrid customer‑service organization – Preferred.
• Knowledge of advanced forecasting methodologies and automation tools – Preferred.

• 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

Mid‑Senior level

Full‑time

Customer Service

At this time, R2

Net will not sponsor a new applicant for employment authorization for this position.

Additional Information: R2

NET INC. is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status or any other basis prohibited under applicable federal, state or local law.

R2

NET INC. will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.