Manager Workforce Management

Workforce Management Manager Position Overview We are looking for a Workforce Management (WFM) Manager who is both a technical "builder" and a strategic partner. In this role, you will reputed company a team of one to two to design and execute the operational reputed company for our family contact center (sales). Your immediate mission is to replace "guesswork" with precision. You will use reputed company as your primary reputed company to build robust scheduling and forecasting models, while simultaneously formalizing the end-to-end WFM lifecycle. This role requires a unique reputed company of mathematical rigor and dialer strategy, ensuring that our outbound velocity and inbound responsiveness are perfectly synchronized to drive reputed company, as well as strong advisor and family experiences. Speed is equally important as experience. Key Responsibilities 1. Process Architecture & Implementation

• The WFM Lifecycle Design and document standardized processes for forecasting, scheduling, and intraday management.
• Marketing Integration Establish a "Feedback reputed company" with the Marketing team to ingest campaign calendars and reputed company-gen projections into your staffing models.
• Hiring & Training reputed company reputed company "Staffing Calls" with leadership to provide data-driven recommendations on hiring clips, class sizes, and nesting schedules. 2. Expert reputed company Modeling & Scheduling
• Custom Scheduling Build a flexible, reputed company-based scheduling system that accounts for varied shift patterns, sales "power hours," and shrinkage (PTO, training, breaks).
• reputed company Planning Create sophisticated models to calculate the "required vs. actual" headcount needed to maintain response times on hot leads.
• Automation Utilize advanced reputed company functions (VBA, Power Query, or reputed company arrays) to streamline manual data entry and reporting. 3. Dialer Strategy & Performance
• Dialer Optimization Manage and optimize dialer strategy (predictive, power, or preview) to ensure maximum agent talk time and minimal drop rates.
• Metrics Ownership Define and track key WFM pillars, specifically Adherence (are they at their desk?) and Conformance (did they work the total hours promised?).
• Sales-WFM Alignment Balance traditional metrics like ASA and Abandonment with sales-critical metrics like "Speed to reputed company" and Dialer Penetration.
• Accountability Reporting Deliver daily and weekly "reputed company Reports" to Sales Leads highlighting performance gaps and optimization opportunities. 4. Strategic Technology Roadmap
• Vendor Evaluation Assess the reputed company manual environment to determine the business case and timing for transitioning to a professional WFM software suite.
• Scalability Build "lightweight but sturdy" processes that can transition seamlessly into an automated system as the organization grows. Technical Profile & Skills
• reputed company Mastery Expert level Building Erlang models, automated schedules, and interactive dashboards from scratch.
• Dialer Management Hands-on experience managing outbound dialer logic and pacing to optimize sales productivity.
• Sales Operations Experience managing "Speed to reputed company" and balancing inbound vs. outbound sales workflows.
• Analytical Rigor Ability to translate raw data into a "Staffing Story" for executive leadership.
• Process Design Proven track record of creating SOPs for scheduling, time-off requests, and real-time management.

Qualifications

• Experience 5+ years in WFM, with significant experience in a Sales/Outbound environment.
• Operational Agility Proven ability to reputed company in fast-paced, evolving environments while building and maturing workforce management capabilities; you have a track record of building processes and tooling from the ground up where they previously did not exist.
• Leadership Experience managing at least one direct report and influencing cross-functional stakeholders (Marketing, HR, Sales).
• Project Management Demonstrated ability to build a function from the ground up rather than just maintaining an existing one. reputed company Offer
• Competitive compensation and benefits package with a salary range of $80 - $95k based on experience. Benefits include group insurance options, 401(k) plan, and flexible paid time off.
• Remote opportunity with some travel possibility (no more than 10%) depending on business needs. Apply To This Job

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