Manager, Workforce Management Operations
RemoteHawaii, United States or Alaska, United States
Job Summary
Lead, develop, train, and coach a team of Workforce Management staff, ensuring accountability and strategic alignment. Develop and maintain advanced forecasting models to predict contact volume across phone, chat, and text channels in the US and Mexico. Oversee scheduling strategies and capacity planning to optimize staffing levels while managing shrinkage and service level agreements. Collaborate with Crisis Services Operations Leadership to assess performance, identify improvements, and conduct scenario planning for peak crisis volumes. Manage tactical process improvements within the WFM function while maintaining knowledge of LGBTQ+ programs and community goals. Handle sensitive data with discretion and demonstrate fair, ethical business practices. Requires 3+ years in WFM, bilingual proficiency in English and Spanish, and experience with major WFM platforms. Full-time role with remote flexibility across the continental U.S., Alaska, or Hawaii.
Required Qualifications
- 3+ years of experience in a Workforce Management (WFM) role, including forecasting, scheduling, and real-time intraday management within a contact center or crisis services environment
- Extensive experience and proficiency with at least one major WFM software platform (e.g., Genesys Cloud WFM, NiCE inContact WFM, Calabrio, Aspect, Verint)
- 2+ years of experience leading, developing, coaching, and managing the performance of direct reports
- Proficiency in advanced data analysis using spreadsheet software (e.g., Google Sheets or Microsoft Excel) and/or BI suites (Looker/Tableau, etc)
- Proficiency in spoken and written English and Spanish (bilingual)
Desired Qualifications
- Experience forecasting and scheduling for short-term, part-time, or volunteer staff, including managing highly variable availability, unique attrition patterns, and flexible shift structures
- Prior experience operating within a unionized work environment, including a strong understanding of navigating collective bargaining agreements (CBAs), seniority-based shift bidding, and union-specific scheduling/overtime rules
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