Workforce Management Manager
On-siteWichita, Kansas, United States
Job Summary
Manage Workforce Management Analysts to ensure accurate forecasting, scheduling, and real-time management execution. Oversee the full forecasting cycle from long-term projections to intraday adjustments, leading capacity planning by evaluating historical trends and shrinkage assumptions. Develop scheduling strategies that balance operational efficiency with service level objectives while collaborating with Operations, HR, and Finance to align headcount plans and hiring pipelines. Drive continuous improvements in workforce planning processes through performance trend analysis, process gap identification, and workflow automation. Partner with leadership to provide insights on staffing risks and operational bottlenecks, ensuring workforce tools and reporting dashboards support accurate visibility. Support business continuity by preparing staffing scenarios and coordinating mitigation strategies for unexpected volume changes.
Required Qualifications
- 3+ years of Workforce Management experience in a complex contact center environment
- Strong expertise in forecasting, capacity planning, and scheduling
- Leadership experience managing WFM teams
- Advanced analytical and reporting capabilities
- Ability to translate workforce data into operational strategy
- Hands-on experience with real-time operations and service-level recovery plans
- Strong communication, stakeholder management, and problem-solving skills
- High proficiency in WFM tools, Excel/Google Sheets, and reporting platforms
- Deep understanding of contact center KPIs, such as SL, AHT, shrinkage, occupancy, interval alignment, and schedule adherence
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Certifications or advanced proficiency in major workforce management platforms
- Experience supporting multi-site, multi-language, or global operations
- Background in financial modeling, budget forecasting, or scenario planning
- Experience implementing new WFM systems, automation tools, or reporting dashboards
- Familiarity with AI-assisted forecasting, machine learning models, or advanced analytics
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint
- Job offers are contingent on background/security investigation results
- Must be willing to submit to drug screening
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