Workforce Management Manager

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 Manager, Workforce Management leads workforce planning, forecasting, scheduling, and workforce optimization activities across multiple servicing functions. This role develops and executes staffing strategies that align resources with customer demand, operational objectives, and business priorities. Through leadership of the Workforce Management team, cross-functional partnership, and data-driven decision-making, driving service excellence, operational efficiency, business continuity, and continuous improvement initiatives that support organizational success.

• Lead the development and execution of workforce strategies, including forecasting, capacity planning, staffing models, and resource allocation plans aligned with operational objectives and customer demand.
• Oversee workforce management functions, including scheduling, real-time operations, workforce optimization, and performance monitoring to achieve service, productivity, and operational goals.
• Direct the analysis of workforce trends, forecasts, workload drivers, and operational metrics to identify risks, opportunities, and staffing recommendations.
• Manage outbound workforce planning and dialer strategies, including campaign pacing, resource deployment, and performance optimization to support outbound operations.
• Partner with business leaders to develop staffing strategies that balance customer experience, employee engagement, compliance, operational efficiency, and financial objectives.
• Lead workforce reporting, analytics, and executive presentations by translating complex data into actionable insights and business recommendations.
• Oversee the administration, optimization, and continuous improvement of workforce management technologies, including Genesys Cloud, ensuring system effectiveness and alignment with business needs.
• Manage, coach, and develop Workforce Management team members by establishing expectations, supporting growth, and fostering a culture of accountability and continuous improvement.
• Collaborate with Operations, Training, Quality, Human Resources, Technology, and other stakeholders to support strategic initiatives, business continuity, emergency preparedness, and workforce optimization efforts.
• Perform other duties as assigned to support business transformation, operational excellence, and workforce optimization goals.

• Minimum of five (5) years of experience in workforce management, workforce planning, forecasting, capacity planning, contact center operations, operational analytics, or workforce optimization.
• Minimum of two (2) years of leadership or people management experience, including coaching, performance management, and development of professional staff.
• Experience developing and executing workforce strategies, staffing models, capacity plans, and resource allocation plans within a multi-channel customer service, servicing, collections, or operational environment.
• Advanced knowledge of workforce management principles, forecasting, scheduling, service level management, workforce optimization, and real-time operational…