Workforce Manager, Special Services
On-siteAtlanta, Georgia, United States
Job Summary
Forecast staffing plans and schedules by analyzing workforce trends, operational metrics, and Genesys data to optimize coverage and meet service level objectives. Monitor real-time adherence, workload volumes, and staffing requirements to make timely adjustments, while administering WFM tools to coordinate meetings, training, and capacity planning. Partner with leadership on business continuity strategies and deliver performance reports that identify trends and drive operational efficiency. Collaborate cross-functionally on strategic workforce planning and continuous improvement initiatives to enhance productivity and customer experience.
Required Qualifications
- High school diploma or equivalent
- Minimum of 3 years of experience in Workforce Management, contact center operations, forecasting, scheduling, capacity planning, workforce analytics, or a related operational support function
- Proven ability to drive workforce efficiency and achieve service level objectives
- Proficiency in Workforce Management (WFM) systems and tools, including Genesys or comparable workforce optimization platforms
- Ability to support forecasting, scheduling, reporting, and real-time workforce management activities
- Demonstrated ability to monitor and manage real-time operational performance, including adherence, service levels, staffing requirements, and workload fluctuations
- Strong knowledge of workforce management methodologies and best practices, including forecasting, scheduling, capacity planning, resource optimization, and real-time workforce management
- Ability to apply data-driven insights to improve operational performance and service delivery
- Bachelor's degree in Business Administration, Operations Management, Finance, Statistics, Economics, or a related field
- Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas/Atlanta/Michigan
- Ability to work various shifts to accommodate business needs
- Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed
- Travel is required 10% of the time
- Must be authorized to work in the United States
Desired Qualifications
- Workforce Management (WFM) certification or advanced training in workforce optimization, forecasting, scheduling, capacity planning, or related workforce planning disciplines
- Advanced proficiency in Genesys Workforce Management and workforce optimization platforms, including experience with forecasting, scheduling, intraday management, real-time adherence monitoring, and workforce analytics
- Experience utilizing business intelligence, reporting, and data visualization tools, such as Power BI, Tableau, or similar platforms, to analyze workforce performance, identify trends, and provide actionable recommendations that support operational and strategic decision-making
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.