Senior Manager, Workforce Management

Role Summary

The Senior Manager, Workforce Management provides strategic and operational leadership for large‑scale, complex U.S. accounts. This role owns end‑to‑end workforce strategy across multiple programs, ensuring forecasting accuracy, staffing optimization, service level attainment, and strong client partnership. The role serves as a senior stakeholder interface, driving consistency, governance, and continuous improvement across workforce operations.

• Manages WFM personnel
• Administers setup and utilization of WFM software and reporting tools
• Administers communication to and from Operations and other support departments
• Collects and analyzes and reports historical center performance statistics
• Manages long‑term forecast / staff plan and leads monthly staff plan / budget meeting
• Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Works alongside Training and Operations to coordinate multi‑skill training for existing agents
• Oversees communication to new hires regarding schedule process
• Oversees short‑term workload forecasting
• Oversees scheduling philosophy of schedule assignments
• Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Responsible for maximizing efficiency and occupancy while meeting service objectives
• Oversees analysis and reporting of employee performance including schedule adherence
• Recognizes and recommends operational and support improvements
• Performs other duties that may be assigned from time to time

• College graduate of any course; or subsequently completing a college degree in any course
• At least 2 years of experience in Workforce Management, 1 year of which in a managerial capacity
• Knowledgeable in CMS, Blue Pumpkin Activity Manager, and any other WFM related tools used for monitoring and data capture
• Must have at least 6 months tenure in current position
• No pending or existing DA case

• Planning and Strategy
• Staffing and Scheduling

• Customer Focus
• Quality Orientation
• Results Achievement
• Schedule Adherence
• Teamwork
• Verbal and Written Communication
• Attention to Detail
• Professionalism
• Organizational Understanding

• Decision Making
• Performance Management
• Coaching
• Conflict Management
• Influence

This description portrays in general terms the type and level(s) of work performed and is not intended to be all-inclusive, nor the specific duties of any one incumbent.

Associate Director, Workforce Management