The
Sr. Workforce Manager is responsible for leading the end-to-end Workforce Management (WFM) function for large-scale, complex operations. This role ensures optimal staffing, forecasting accuracy, real-time performance management, and strategic capacity planning to support operational excellence and meet client expectations. The Sr. Workforce Manager will work closely with Operations, Client Services, Finance, and Vendor Management to drive efficiency, service level achievement, and financial performance.
Key Responsibilities
- Lead the WFM department including Forecasting, Scheduling, Real-Time Management (RTA), Capacity Planning, and Reporting teams.
- Oversee the development and execution of long-term and short-term staffing strategies to meet service level goals and client requirements.
- Manage large-scale WFM operations across multiple programs and clients, ensuring delivery of high-quality support and insights.
- Review and validate forecasts, schedules, and staffing models using advanced WFM software and analytics tools.
- Partner with Operations and Client Services to deliver data-driven recommendations that optimize productivity and reduce costs.
- Monitor daily performance, analyze trends, and lead initiatives to address variances in volume, staffing, shrinkage, and KPI attainment.
- Provide strategic guidance on budget planning, headcount management, and capacity utilization to drive financial performance.
- Build and maintain strong relationships with clients and stakeholders, ensuring alignment on expectations and business goals.
- Lead vendor management efforts, ensuring effective coordination and performance across internal teams and external partners.
- Develop and mentor WFM leaders and specialists, fostering professional growth and a high-performance culture.
- Drive the continuous improvement of WFM processes, tools, and reporting frameworks.
Qualifications
- Bachelors degree in Business Administration, Operations Management, or related field (preferred but not required).
- 10+ years of experience in Workforce Management, including at least 5 years in a senior management or leadership role.
- Demonstrated experience managing large-scale WFM operations for major clients.
- Advanced proficiency with WFM platforms, analytics tools, and financial management systems.
- Strong understanding of contact center operations, client relationship management, and vendor management.
- Exceptional leadership, communication, and problem-solving abilities.
- Proven experience in managing budgets and driving financial performance within WFM operations.
