Workforce Management Manager

Role Overview

This position demands an experienced workforce management specialist capable of utilizing historical data, seasonal trends, and industry insights to enhance forecast precision and optimize interval-level staffing. The role focuses on generating impactful results through team leadership, developing strong partnerships, and effective communication across various stakeholders and leadership levels.

Key Responsibilities

• Manage long-term, medium-term, and short-term workforce planning cycles, including forecasting, capacity planning, and intraday management.
• Improve and optimize existing forecast processes and long-term planning, including workload inputs, procedures, and tools.
• Forecast call volumes and productivity metrics across all business lines and channels by analyzing historical data, trends, seasonality, and external events.
• Develop forecasting models and scenarios supporting product initiatives and perform risk assessment for each scenario.
• Oversee staffing deployment from request intake through analysis, recommendation tracking, and governance to ensure swift and proper resource allocation.
• Monitor actual staffing utilization versus allocation, identify gaps, and contribute to broader discussions on profitability and productivity.
• Deliver daily and interval-level workload forecasts as needed.
• Generate weekly performance reports tracking forecast performance, presenting insights through visual aids such as slides and graphs.
• Coordinate and supervise employee-related activities by fostering relationships with stakeholders, setting objectives, measuring outcomes, and promoting continuous improvement and adaptability.
• Lead, coach, and develop a team of workforce management analysts including hiring, training, mentorship, assignment management, recognition, and promoting diversity awareness.
• Ensure compliance with company policies and uphold organizational values, ethics, and integrity through action plans and advocacy of open communication.

Qualifications

• Demonstrated dedication, enthusiasm, motivation, and the ability to influence effectively within teams and cross-functional environments.
• Bachelor’s degree focusing on Finance, Accounting, Economics, Mathematics, Business, or an equivalent combination of education and experience.
• Over 5 years of direct experience in operational forecasting, capacity planning, and scheduling in a multi-location organizational setting.
• Proven managerial experience leading analyst teams with a strong record of coaching, development, and accountability for results.
• Strong background in capacity planning and forecasting, preferably with experience in business intelligence and analytics tools.
• Experience collaborating with senior leadership to automate and implement new systems and processes.
• Proficiency in building complex optimization models using statistical tools and clearly communicating data-driven plans and risks.
• Advanced skills in Microsoft Excel and Google Sheets; knowledge of SQL and programming is an advantage.