Workforce Senior Manager
Contact Center Workforce Senior Manager It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Job Summary: The Senior Manager, Workforce Management provides strategic and operational leadership for large-scale, complex U.S. accounts. This role owns end-to-end workforce strategy across multiple programs, ensuring forecasting accuracy, staffing optimization, service level attainment, and strong client partnership. The role serves as a senior stakeholder interface, driving consistency, governance, and continuous improvement across workforce operations. Essential Duties & Responsibilities:
- Manages WFM personnel (2 – 3 direct reports)
- Administers setup and utilization of WFM software and reporting tools
- Administers communication to and from Operations and other support departments
- Collects, analyzes and reports historical center performance statistics
- Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting
- Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Works with training and operations to coordinate multi-skill training for existing agents
- Oversees workload forecasting
- Oversees scheduling philosophy of schedule assignments
- Oversees proactive scheduling of discretionary activities such as training, meetings, overtime and undertime
- Oversees intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversees analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Performs other duties that may be assigned by the Department Head and/or its representatives
Competencies:
- Planning and Strategy
- Staffing and Scheduling
- Customer Focus
- Quality Orientation
- Results Achievement
- Schedule Adherence
- Teamwork
- Verbal and Written Communication
- Attention to Detail
- Adaptability
- Professionalism
- Organizational Understanding
- Decision Making
- Performance Management
- Change Leadership
- Coaching
- Collaborative Leadership
- Conflict Management
- Influence
- Team Leadership
Education & Experience:
- At least 2 years of experience in Workforce Management role, 1 year of which is in a managerial capacity.
- Bachelor's Degree preferred
- Knowledgeable in CMS, Blue Pumpkin Activity Manager, IEX, and any other WFM related tools used for monitoring and data capture
- Good understanding of business financials
- Ability to handle multiple projects and meet aggressive timelines
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!