Summary from listing
The Workforce Management Manager leads end-to-end workforce planning, forecasting, scheduling, capacity modeling, real-time performance monitoring, and reporting for contact center or service operations. The role partners with HR, finance, service delivery, and leadership; manages headcount and staffing plans; optimizes schedules and WFM tools; develops WFM analysts and scheduling teams; and drives operational efficiency, cost control, SLA achievement, and continuous improvement. It requires 6–10 years of WFM experience, a bachelor’s degree in a relevant field, advanced Excel, WFM-system experience, strong analytical and stakeholder skills, and occasional travel.
