Workforce Management Manager

A company is looking for a Manager, Workforce Management to oversee capacity planning and scheduling for a call center team.

Key Responsibilities

Develop and manage staffing forecasts and capacity plans based on call volume trends

Oversee scheduling, shift planning, and time-off management to ensure optimal coverage

Monitor performance metrics and adjust resources as needed to meet service level objectives

Required Qualifications

5+ years of experience in workforce management roles within a contact center environment

3+ years in a leadership or management role overseeing WFM functions

Proven expertise in forecasting, scheduling, and real-time management

Strong command of WFM tools and systems

Proficiency in Excel, data analytics, and workforce planning models