WFM Manager

The Workforce Manager is responsible for overseeing workforce planning, forecasting, scheduling, and real-time management to ensure optimal staffing and operational efficiency. This role involves managing a team of workforce professionals, analyzing key performance metrics, and implementing strategies to meet service level agreements (SLAs) and business objectives. The Workforce Manager collaborates closely with Operations, Clients, and other stakeholders to address workforce challenges, handle escalations, and drive continuous improvements. Additionally, they oversee capacity planning, monitor workforce processes, and ensure adherence to best practices to enhance overall performance and productivity.

Duties and Responsibilities:

Attainment of organizational and financial goals through optimization of WFM processes

Oversee the selection, training, and management of the Workforce Management (WFM) team to

ensure competency development and succession planning.

Conduct performance discussions and appraisals for direct reports on a monthly, quarterly, and

annual basis.

Ensure adherence to workforce processes, policies, and best practices.

Handle second-level escalations, engaging Operations and Workforce teams as needed.

Act as the primary point of contact for internal and external client engagements, including

escalation management.

Provide direction to the Forecasting and Scheduling teams to ensure accurate and timely delivery

of workforce plans, including hiring forecasts and staffing schedules.

Maintain and analyze planned vs. actual forecast data for leadership review.

Manage daily workforce operations, addressing workload challenges, resolving issues, and

optimizing efficiencies.

Collaborate with remote sites, including outsourcing partners, within a centralized WFM

structure.

Monitor workforce KPIs, identify risks, and implement mitigation strategies.

Oversee capacity planning, including monthly reports, seat allocation, and staffing evaluations.

Supervise the WFM team, ensuring alignment with established goals and deadlines.

Work closely with Forecasting, Data Analytics, and WFM leadership to implement best practices.

Conduct regular coaching, team development, and retention initiatives.

Approve hiring and termination decisions for WFM staff

Perform additional duties as required.

Qualifications:

• 5+ years of experience in planning, implementing, utilizing and supporting workforce management systems.
• IEX, Blue Pumpkin or any workforce tools experience in a call center environment required.
• Business Objects and/or database experience preferred.
• Experience managing a staff of 8-10 associates preferred.
• Strong leadership, technical documentation, and problem-solving skills.
• Proficiency in Microsoft Office Suite and Business Intelligence tools such as Power BI.
• Proven experience in consulting and collaborating with all levels of management, peers, and teams.
• Ability to manage team workloads by setting priorities, delegating tasks, and holding associates accountable for delivering high-quality results on time.