Manager, Workforce Management
Skills
- WFM strategy and operations
- Forecasting and capacity planning
- SLA management and interval compliance
- Data analysis and visualization (SQL, Tableau, Sigma, Excel)
- Vendor performance evaluation
- Process improvement and root-cause analysis
- Reporting and stakeholder communication
- Experience with automation/AI initiatives
Responsibilities
- Develop and lead workforce management strategies to ensure optimal staffing and resource allocation across customer service teams.
- Own performance management across core WFM metrics including interval compliance, occupancy, schedule adherence, and shrinkage.
- Monitor real-time case management and intervene to resolve bottlenecks and SLA breaches.
- Collaborate with Planning to forecast volumes, plan capacity, and balance workloads.
- Partner with Vendor Management to evaluate vendor productivity, training needs, and performance gaps.
- Design and implement performance monitoring frameworks for case resolution times, SLA adherence, and CSAT.
- Analyze operational data to identify trends, root causes, and actionable improvements.
- Create and present performance, vendor comparison, and operational insight reports to senior leadership.
- Lead investigations into escalations, volume spikes, and process inefficiencies and recommend corrective actions.
- Drive cross-functional initiatives to reduce backlog, refine case handling, and improve quality control.
- Collaborate with Training and Knowledge teams to ensure agents have necessary tools and information.
- Identify automation and AI opportunities to improve case management efficiency.
Education
- Bachelor's degree in a relevant field or equivalent experience
- Relevant certifications or continuous learning in analytics, WFM, or operations is a plus
Benefits
- 100% subsidized medical, dental, and vision coverage for employees and dependents
- Equity opportunities and ESPP (employee stock purchase plan)
- Monthly stipends for health, wellness and technology spending
- Flexible spending wallets for food and lifestyle needs
- Competitive vacation and holiday policies
- Remote-first work environment with occasional office collaboration as needed
Average salary estimate
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