[Hiring] Workforce Management & Optimization Manager @Working Solutions

Role Description

Lead the forward-looking Workforce Management and Optimization function for a multi-client, multi-channel remote workforce. This role is accountable for:

  • Forecasting
  • Capacity planning
  • Schedule design
  • Plan-versus-actual analysis
  • Reporting
  • Process improvement
  • Workforce tools

The Manager develops the WFM Analysts, turns business requirements and operating data into actionable staffing recommendations, and partners with the Manager, Real-Time Operations to connect plans with daily execution.

Qualifications

  • Must be a US citizen or permanent resident to be considered for full-time employment
  • Five or more years of experience with contact center processes, workforce management, analytics, reporting, or closely related work
  • Demonstrated leadership ability, sound judgment, initiative, and ownership in a fast-paced environment with changing priorities
  • Strong analytical and problem-solving skills, including the ability to identify risks, evaluate options, and communicate concerns promptly
  • Strong working knowledge of Microsoft Excel and PowerPoint
  • Experience using workforce management and contact center platforms is preferred
  • Ability to communicate effectively with clients, leaders, program teams, analysts, specialists, and technical partners at all organizational levels
  • Ability to prioritize multiple responsibilities, meet deadlines, maintain attention to detail, and remain accountable for results with limited supervision
  • Commitment to continuous learning and the ability to build team capability through coaching, documentation, knowledge sharing, and feedback
  • Experience with forecasting, capacity planning, scheduling, plan-versus-actual analysis, data visualization, or workforce optimization is preferred
  • Working knowledge of reporting, automation, Power BI, SQL, or similar analytical tools is preferred
  • Ability to use a keyboard, attend virtual meetings, and work at a computer for a large portion of the work period
  • Ability to support business needs across client operating hours, including occasional urgent escalations or schedule adjustments

Requirements

  • Lead, coach, prioritize, and support the WFM Analysts
  • Establish clear client portfolios, deliverable ownership, backup responsibilities, quality standards, and development priorities
  • Own workforce forecasts, capacity models, staffing plans, and planning assumptions for clients
  • Support and review client-directed plans
  • Direct schedule design, schedule production, and staffing-plan maintenance
  • Review client staffing and lock plans, identify forward-looking risks, and advise program teams
  • Perform and oversee plan-versus-actual analysis
  • Provide strategic workforce insights that support business decisions
  • Research call trends, demand drivers, performance patterns, and recurring operational issues
  • Define WFM reporting requirements and work with Business Intelligence and technical partners
  • Own the design and maintenance of WFM processes, planning calendars, analytical standards, documentation, and fallback methods
  • Identify, prioritize, and manage workforce process-improvement, automation, and tool-development initiatives
  • Maintain a clear inventory of recurring client deliverables, deadlines, assumptions, dependencies, and ownership
  • Use feedback from Real-Time Operations to refine forecasts, schedules, staffing recommendations, escalation criteria, reports, and tools
  • Own client meetings, planning calls, and communication related to forecasting, capacity, schedules, staffing plans, performance trends, reporting, and improvement initiatives
  • Present assumptions, findings, risks, recommendations, and follow-up items
  • Participate in real-time staffing, compliance, and escalation discussions
  • Serve as backup client-facing leadership for the Manager, Real-Time Operations
  • Work as a leadership counterpart to the other Operational Insights Manager
  • Provide secondary support for the counterpart manager’s essential meetings, communications, escalations, and leadership responsibilities
  • Share significant client risks, staffing concerns, forecast changes, process gaps, and commitments with the Director and counterpart manager
  • Maintain enough cross-functional knowledge to provide informed backup support

Benefits

  • Annual merit increases
  • Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
  • Generous paid time off, holidays, and volunteerism time
  • An amazing company culture and all the benefits of fully remote work
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