Workforce Manager

About the role

The Workforce Manager leads a team of WFM professionals responsible for end‑to‑end workforce planning and intraday management in a large call‑center environment. The role ensures optimal staffing, coverage, and service quality across multiple queues while collaborating with site and department leaders.

Key responsibilities

• Determine, communicate, and adjust work schedules and resources for various call queues.
• Develop and maintain staffing models based on forecasted call volumes.
• Manage intraday schedule changes, including cancellations, rescheduling, and time‑off requests.
• Monitor training, development, and performance of team members, providing coaching and feedback.
• Conduct new‑hire training on WFM guidelines and procedures.
• Identify and resolve technical, operational, and organizational issues beyond the immediate team.
• Collaborate with senior management to shape WFM policies, procedures, and training programs.

Required profile

• Bachelor’s degree in Business or a related field.
• 5+ years of Workforce Management experience, including forecasting, scheduling and intraday management.
• 3+ years of supervisory experience overseeing teams of 20+ persons.
• Experience in multi‑site, multi‑skill call‑center environments (minimum 2500 seats).
• Strong analytical abilities and deep understanding of call‑center metrics.

Required skills

• Advanced proficiency with Microsoft Office, especially Excel.
• Hands‑on experience with scheduling software such as Blue Pumpkin, IEX, or Aspect.