Manager, Workforce Optimization

• Lead workforce planning, forecasting, scheduling, real-time performance management, process improvement, and business intelligence reporting

• Partner closely with Operations, HR, Training, and other cross‑functional stakeholders to deliver actionable insights

• Ensure schedules follow labor laws and company policies

• Make staffing adjustments during the day based on volume, attendance, and performance

• Track and report on forecast accuracy, staffing levels, and team performance

• Bachelor’s degree in Business, Operations Management, Mathematics, or a related field (or equivalent experience)
• 5+ years of progressive leadership experience in workforce management, operations analytics, process improvement, or business intelligence reporting within a contact center or similarly complex service environment, including at least 2 years in a supervisory or managerial capacity
• Experience in an omnichannel contact center environment
• Working knowledge of SQL, Power BI, Tableau, or similar business intelligence tools
• Familiarity with CRM or telephony systems (e.g., Ring Central, NICE, etc.)
• Knowledge of process improvement methodologies, such as Lean or Six Sigma
• Strong problem‑solving and analytical skills
• Demonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent)
• Clear communication skills and the ability to work well with different teams
• Advanced skills in Excel

• workforce planning
• forecasting
• scheduling
• performance management
• process improvement
• business intelligence reporting
• SQL
• Power BI
• Tableau
• Excel

• problem‑solving
• analytical skills
• clear communication
• collaboration