Workforce Management Manager

Job Description

Job Description

Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability and reduce costs.

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization.

We are seeking a Workforce Management (WFM) Manager who will lead the development and execution of workforce strategy to ensure optimal staffing, accurate forecasting, and strong service level performance across the operation. This role is responsible for aligning workforce plans with business needs, improving operational efficiency, and ensuring teams are positioned to deliver consistent and reliable customer support.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Responsibilities

Key Responsibilities:

• Manages and provides ongoing support to Workforce Management Analysts, ensuring they have clear direction, accurate data, and the tools needed to execute forecasting, scheduling, and real‑time management effectively.
• Ensures all workforce-related requirements, deliverables, and reporting deadlines are completed accurately and on time, maintaining alignment with operational needs and client expectations.
• Oversees the full forecasting cycle, including long‑term, short‑term, and intraday projections, and uses data insights to guide resource planning, staffing models, and service level strategies.
• Leads capacity planning efforts by evaluating historical trends, future volume projections, shrinkage assumptions, and staffing constraints to ensure the organization is fully prepared to meet demand.
• Develops and maintains scheduling strategies that balance operational efficiency, employee experience, and service level objectives, ensuring coverage aligns seamlessly with forecasted workloads.
• Aligns staffing models with operational goals by collaborating with Operations, HR, and Finance to ensure headcount plans, hiring pipelines, and scheduling decisions support both productivity and service excellence.
• Drives continuous improvements in workforce planning processes by analyzing performance trends, identifying process gaps, introducing automation opportunities, and optimizing workflows for greater accuracy and efficiency.
• Partners with leadership to provide insights and recommendations on staffing risks, service level threats, and operational bottlenecks, enabling proactive decision‑making across the business.
• Ensures workforce tools, platforms, and reporting dashboards are used effectively and updated as needed to support accurate forecasting and real‑time visibility.
• Supports business continuity and contingency planning by preparing staffing scenarios, adjusting plans in response to unexpected volume changes, and coordinating mitigation strategies with cross-functional teams.

Qualifications

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• 3+ years of Workforce Management experience in a complex contact center environment, demonstrating the ability to support high-volume operations, multi-skill queues, and dynamic staffing needs.
• Strong expertise in forecasting, capacity planning, and scheduling, with proven ability to build accurate models, interpret historical trends, and adjust staffing plans in response to changing volumes or business conditions.
• Leadership experience managing WFM teams, including coaching analysts, delegating responsibilities, and ensuring high performance across forecasting, scheduling, and real-time management functions.
• Advanced analytical and reporting capabilities, with the ability to work with large datasets, identify performance trends, create actionable insights, and present data in a clear, operationally relevant manner.
• Ability to translate workforce data into operational strategy, partnering with cross-functional teams to influence decision-making, staffing plans, budget discussions, and service-level improvement initiatives.
• Hands‑on experience with real-time operations and service‑level recovery plans, including managing intraday adjustments, responding to unexpected volume spikes, and coordinating mitigation efforts with operations leadership.
• Strong communication, stakeholder management, and problem-solving skills, with the ability to influence without authority and collaborate across departments.
• High proficiency in WFM tools, Excel/Google Sheets, and reporting platforms, enabling accurate forecasting, schedule creation, and performance monitoring.
• Deep understanding of contact center KPIs, such as SL, AHT, shrinkage, occupancy, interval alignment, and schedule adherence, and how they contribute to overall operational success.

• Certifications or advanced proficiency in major workforce management platforms.
• Experience supporting multi-site, multi-language, or global operations, with exposure to varied staffing models, regional labor considerations, or time‑zone–based complexities.
• Background in financial modeling, budget forecasting, or scenario planning, supporting long-term operational strategies, hiring plans, and cost optimization initiatives.
• Experience implementing new WFM systems, automation tools, or reporting dashboards, contributing to the modernization and scalability of workforce planning functions.
• Familiarity with AI-assisted forecasting, machine learning models, or advanced analytics, helping drive innovation in WFM processes.