WFM Manager

Moder is a technology-led services company helping financial organizations build faster, smarter, and more scalable operations. Founded in 2020, we support the mortgage, insurance, and banking industries through domain expertise, workflow best practices, advanced technology, and global talent.

Our teams work across operations, automation, AI, customer support, technology, and digital transformation to solve real business challenges for leading financial services organizations. With a presence in the US, India, Guatemala and the Philippines, Moder combines global capability with deep industry understanding to deliver measurable outcomes.

At Moder, people are at the heart of our growth. We foster a culture of collaboration, inclusion, learning, and ownership where employees can grow their careers while contributing to meaningful transformation. Guided by our vision of Powering the financial organizations of tomorrow, we are building a workplace where every role creates impact.

Responsibilities:

• Lead end-to-end resource planning and staffing augmentation across contact center operations to ensure alignment with business demand and service requirements.

• Drive capacity planning by assessing staffing gaps, optimizing resource allocation, and ensuring effective utilization of available workforce.

• Collaborate with Operations and Business stakeholders to translate workforce requirements into actionable staffing plans that support service levels and cost efficiency.

• Oversee the design, development, and execution of workforce schedules across multiple lines of business, ensuring alignment with operational requirements.

• Optimize shift design and staffing allocation to meet service level targets while improving overall resource efficiency.

• Manage scheduling exceptions, including shift swaps and coverage gaps, to ensure uninterrupted operational continuity.

• Monitor real-time performance, service levels, and staffing adherence to ensure operational stability.

• Drive intraday actions such as reallocation of resources, reforecasting, and escalation management to address demand fluctuations.

• Ensure timely response to volume spikes, outages, and operational disruptions to maintain service continuity.

• Enable proactive decision-making to sustain consistent service delivery performance.

• Lead RCA for service level misses, staffing gaps, operational inefficiencies, identifying key trends, patterns, and root drivers impacting workforce performance.

• Develop and implement corrective and preventive actions, driving continuous improvement across workforce processes, tools, and governance frameworks.

• Conduct cost-benefit analysis for workforce decisions, including staffing models, overtime, and capacity adjustments, ensuring optimal resource utilization.

• Ensure adherence to workforce policies, planning standards, and operational guidelines while maintaining audit-ready documentation across all WFM processes.

• Drive standardization and implementation of best practices to strengthen governance and consistency in workforce management operations.

• Lead and develop the Workforce Management team by building capabilities, ensuring performance excellence, and strengthening overall team effectiveness.

• Foster a culture of accountability, ownership, and data-driven decision-making through continuous coaching, mentoring, and performance management.

Qualifications:

• Bachelor's degree or equivalent commensurate work experience required.

• 12–14+ years of experience in Workforce Management, including 8–10 years in a leadership/management role with demonstrated capability to lead, mentor, develop, and retain talent.

• Hands-on experience with Workforce Management tools such as NICE, Verint, Aspect, Genesys, or other industry-standard WFM platforms.

• Hands-on experience with telephony systems such as Avaya, Cisco, Amazon Connect, Five9, and other leading contact center technologies in the market.

• Strong understanding of contact center operations, systems, and end-to-end call center environments.

• Proven analytical experience with the ability to interpret complex operational data and translate it into actionable insights.

• Strong understanding of workforce scheduling, forecasting, and workforce model development.

• Preferable experience in forecasting tools and statistical modelling using R, R Studio, and Python.

• Experience in designing, implementing, and supporting contact center and back-office reporting and analytics solutions.

• Exposure to automation tools and techniques (e.g., workflow automation, macros, scripting, or process automation using platforms such as Power Automate or similar).

• Advanced proficiency in Excel along with working knowledge of Power BI, Tableau, Power Apps, and coding/scripting for reporting, analytics, and automation.

• Demonstrated ability to think strategically, develop plans aligned with business and corporate objectives, and execute effectively.

• Results-oriented mindset with the ability to influence, motivate, and drive teams toward achieving business goals.