Workforce Planning Manager

About the role

We are looking for a Workforce Planning Manager to lead our Workforce Management (WFM) team. The role is responsible for designing and executing staffing schedules, forecasting call volumes, and ensuring optimal coverage across multiple call queues while minimizing overtime.

Key responsibilities

• Lead the day‑to‑day operations of the real‑time adherence team.
• Develop, maintain and communicate site work schedules for all transaction‑based activities.
• Generate intra‑daily, daily, weekly, monthly and annual forecasts and compare them to actual results.
• Analyze call‑volume patterns to adjust shifts, breaks and lunches.
• Collaborate with supervisors to track planned and unplanned absences.
• Create and enforce policies and procedures that standardize WFM functions.
• Provide guidance to Operations Managers, Site Directors and other leaders on staffing, load‑balancing and resource utilization.
• Produce real‑time, historic and custom reports for monitoring and decision‑making.
• Identify trends, develop action plans and resolve service‑level issues.

Required profile

• Proven experience managing a Workforce Management team in a call‑center environment.
• Strong analytical ability to interpret forecasting data and adjust staffing plans.
• Excellent communication skills to partner with site leadership and business partners.
• Ability to develop contingency plans during peak demand periods.

Required skills