Workforce Manager
Job Description:
- Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
- Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies
- Produce monthly executive readouts covering workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage), service-level outcomes and operational KPIs, org-level results and trends, with clear insights and recommendations
- Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience)
- Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
- Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights.
- Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities
- Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices Requirements:
- 3+ years of workforce management experience in a contact center, service desk, or customer support environment
- Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
- Strong background in data analysis, insights generation, and leadership-facing reporting
- Demonstrated experience with WFM tools (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar)
- Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, complex formulas, data visualization)
- Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
- Ability to connect workforce data to broader organizational performance and business outcomes
- Clear, concise communicator with strong storytelling skills using data
- Comfortable operating in ambiguity and fast-changing environments.
- Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or related field or equivalent combination of education and experience Benefits:
- Flexible vacation
- Generous parental leave
- Mental wellbeing support
- Physical health benefits
- Financial planning support
- Engaging perks and discounts Apply To this Job