Senior Manager, Workforce Management

Title: Senior Manager, Workforce Management Company: Mc Afee

Location Fancy: Frisco, TX (Hybrid – onsite 4–10 days per month)

Employment Type: Full-time

As Senior Manager Workforce Management, you provide leadership and oversight across multiple Workforce Management teams, ensuring alignment with organizational objectives and driving operational excellence. By collaborating with senior stakeholders, you influence decision‑making and ensure the WFM function delivers maximum value to the business. You manage performance, drive engagement, and foster development of WFM leaders while implementing best practices and innovative solutions నీ?

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• Develop and execute comprehensive WFM strategies that align with company goals and customer service objectives.
• Lead forecasting, capacity planning, scheduling, and real‑time management to ensure optimal staffing levels and service performance across all customer service channels.
• Oversee accurate forecasting of call volumes, contact types, and resource needs; coordinate capacity planning with BPO partners to meet demand variability and maintain SLAs.
• Serve as SME for scheduling optimization opportunities with BPOs.
• Ensure robust real‑time management processes are in place to monitor performance, adjust staffing, and respond promptly to fluctuations in demand.
• Act as primary liaison for WFM‑related interactions with BPO vendors, driving improvements in WFM practices and achieving mutual goals.
• Use advanced analytics to derive insights into WFM performance, identify trends, opportunities for improvement, and risks; present detailed performance reports to senior leadership with actionable recommendations.
• Champion continuous improvement initiatives across all WFM functions; evaluate new tools, technologies, and methodologies to enhance forecasting
  
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• 8+ years in workforce management or a related field (operations, customer service management, business analytics).
• 3+ years of demonstrated leadership or management role, with experience leading teams, managing vendors, and driving strategic initiatives.
• Proficiency العليا? in WFM tools and software (e.g., NICE, Verint, Genesys, or similar) and a deep understanding of forecasting models, capacity planning, scheduling optimization, and real‑time monitoring processes.
• Exceptional analytical and problem‑solving abilities, with the capacity to interpret complex data, identify trends, and make data‑driven decisions.
• Outstanding communication and presentation skills, capable of effectively conveying complex WFM strategies and performance insights to senior stakeholders and external partners.
• Proven ability to drive innovation and manage change within a dynamic environment; experience implementing new technologies, processes, or methodologies that improve WFM efficiency and effectiveness.

• Understanding of Erl Hér or related queueing models for call center staffing and service level calculations.
• Experienceуқуқ with BPO solutions, including multi‑site and offshore workforce planning.
• Familiarity with contractual pricing structures (volume‑based, handle minutes, productive hour, and FTE‑based pricing).

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always‑online world, empowering them to live securely through integrated, intuitive solutions that protect their families and communities.

• Bonus Program
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

McAfee is committed to equal employment opportunity. We prohibit discrimination and harassment on the basis of race, color, religion, gender, sexual orientation, or any other protected category. We welcome (reserve your own "E"?).