Manager, Workforce Management

About the Role

The Manager, Workforce Management reports to the Director of Technical Support and is responsible for the management of the Workforce Management team, tools, and projects. This role is crucial in cross functional collaboration, software change management, and professional development of the analysts it oversees. The Manager, Workforce Manager, requires ample knowledge of Workforce Management principles and is expected to step in when there are gaps with team coverage, as well as lead the project to assist on more support groups becoming integrated with WFM principles and tools.

This role requires a wide degree of compassion, innovation, and ability to problem solve.

• Drive the strategic agenda for the global contact center network by maintaining expertise in best practices, leading innovation, and developing enterprise-wide workforce planning frameworks.
• Lead and develop WFM analysts in core functions: forecasting, scheduling, reporting, and real-time management, ensuring a balance of efficiency, service level, and financial impact.
• Lead change management initiatives for introducing WFM principles and tool transitions across various lines of business.
• Oversee reporting to ensure data accuracy and consistency, adapting to cloud software changes and balancing the needs for various Key Performance Indicators (KPIs).

• Act as the system owner and Subject Matter Expert (SME) for key WFM tools, Assembled, Salesforce Omni-Channel, and Zoom Contact Center as well as help integrate WFM KPIs into other tools such as Domo.
• Drive the optimal use and integration of these WFM systems to maximize their effectiveness.
• Champion innovation in WFM technology, automation, and advanced reporting tools to enhance process efficiency and support better decision‑making.

• Oversee multi‑site operations, managing complexities like varied time zones, language requirements, and labor regulations.
• Coordinate workforce planning and maintain shared accountability for both internal teams and external BPO (outsourced) partners.
• Develop scalable strategies to adapt to changing business conditions, new software launches, or sales and product enhancement strategies.
• Collaborate cross‑functionally with Operations, Training, HR, and Software Teams to define working processes and drive accountability.

• Required experience
  • 5+ years experience working in one or more areas of workforce management team (forecasting, capacity planning, real‑time management, and scheduling)
  • Salesforce Omnichannel and Zoom Contact Center required, Assembled preferred
  • 2+ years experience of people leadership, preferably in a remote setting
  • Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, average handle time, etc.)
  • Experience and comfort using MS Excel and Google Sheets
• Traits of a successful candidate
  • Experience exercising strong oral, written, listening and interpersonal ability
  • Understanding of diverse queues, channel and queue size, in different WFM and technology platforms
• Bachelor’s Degree in Business, Information Technology or equivalent experience

The company offers various benefits to regular, full‑time employees including:

• Medical, dental, and vision insurance
• Short‑term and long‑term disability insurances
• AD&D and life insurance
• 401k plan
• Paid vacation, sick leave and holidays
• Six weeks of paid parental leave

For more information please see the Benefits Highlights brochure for regular, full‑time employees.

This is an exempt role. Our job titles for each posting may span across more than one job level. The estimated base salary for this role is between $75,000 and $114,886. The range displayed on each job posting reflects the minimum and maximum target range for new hire base salaries across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location.

The base pay range is subject to change and may be modified…