Workforce Management Manager

Summary

POSITION SUMMARY

The Workforce Management (WFM) Manager leads the workforce management function for the Athens Support Center (ASC), owning the strategy, standards, and execution of forecasting, scheduling, capacity planning, real-time operations, and performance analytics across all customer interaction channels and city pods. This role is accountable for service level attainment, staffing efficiency, and forecast accuracy - ensuring the right resources are in the right place at the right time to meet customer demand while balancing operational cost and employee experience.

As the senior workforce management authority and primary owner of Genesys Cloud Workforce Management, the WFM Manager leads and develops a team of workforce analysts and real-time specialists, sets the methodology and governance for how WFM is run, and partners with ASC and CX leadership, supervisors, Finance, and business stakeholders to translate demand into actionable staffing and capacity plans.

This role plays a critical part in advancing the Athens Support Center's commitment to delivering consistent, exceptional experiences - every customer, every time.

Job Description

KEY RESPONSIBILITIES

Leadership & Team Development

• Lead, coach, and develop the workforce guardrails (forecasting, scheduling, and real-time analysts), setting clear goals, standards, and accountability.
• Build workforce management capability across the ASC through training, documentation, and knowledge sharing.
• Establish and govern WFM policies, standard operating procedures, and best practices.
• Serve as the escalation point and senior subject matter expert for all workforce management matters.

Workforce Strategy & Forecasting

• Own the end-to-end forecasting strategy - short-, mid-, and long-term - using historical data, business trends, seasonality, growth projections, and operational initiatives.
• Direct demand analysis across call, email, digital, and emerging channels to define staffing requirements.
• Set staffing models and targets that support service level objectives, occupancy, response times, and customer experience goals.
• Lead annual workforce planning and headcount recommendations in partnership with leadership and Finance.
• Own scenario and capacity modeling to quantify the operational impact of volume shifts, city growth, contract additions, and business initiatives.

Scheduling & Capacity Management

• Oversee the design and maintenance of optimized schedules within Genesys Cloud WFM across all pods and channels.
• Govern shift bids, schedule adjustments, time-off, and intraday staffing processes.
• Drive schedule efficiency, overtime reduction, and workforce utilization while protecting the employee experience.
• Set adherence standards and hold the operation accountable to them.

Real-Time Operations & Service Level Accountability

• Own real-time performance and staffing outcomes across all customer interaction channels.
• Direct intraday decision-making and provide leadership with staffing recommendations and risk assessments.
• Lead contingency and incident staffing plans during volume spikes or operational disruptions.
• Analyze service level, occupancy, queue, shrinkage, and adherence trends and drive corrective action.

Genesys Cloud WFM Ownership & Governance

• Serve as the primary owner and administrator of Genesys Cloud Workforce Management.
• Define and maintain forecasting models, staffing groups, planning groups, schedules, and WFM configuration.
• Lead platform enhancements, optimization, and continuous improvement in partnership with IT, CX Technology, and vendors.
• Ensure data integrity, governance, and accurate workforce reporting across the platform.

Reporting, Analytics & Executive Insights

• Own the ASC workforce reporting suite - daily, weekly, monthly, and executive-level.
• Establish, track, and hold the operation accountable to key performance indicators, including:
• - Service Level
• - Schedule Adherence
• - Average Speed of Answer (ASA)
• - Shrinkage
• - Average Handle Time (AHT)
• - Forecast Accuracy
• - Occupancy
• - Abandonment Rate
• - Agent Utilization
• - Staffing Variance
• Translate complex workforce data into clear, actionable insight and strategic recommendations for senior leadership.
• Identify trends, risks, and opportunities and drive decisions that improve performance and cost efficiency.

Continuous Improvement & Operational Partnership

• Lead the workforce and capacity planning components of operational improvement initiatives.
• Drive continuous improvement in forecast accuracy, scheduling efficiency, and workforce processes.
• Partner cross-functionally on projects impacting customer experience and operational performance.
• Champion WFM best practices and industry standards across the organization.

Qualifications:

Education

• Bachelor's degree in Business, Operations Management, Analytics, Finance, Mathematics, Statistics, or a related field preferred.
• Equivalent combination of education and workforce management experience may be considered.

Experience

• 5+ years of Workforce Management experience in a contact center environment, including 2+ years leading a team or owning a WFM function.
• Proven experience with cloud contact center platforms, preferably Genesys Cloud Workforce Management.
• Demonstrated success building forecasts, schedules, staffing models, and executive-level performance reporting.
• Experience supporting multi-channel and multi-site / multi-queue operations.
• Track record of driving service level and efficiency outcomes through workforce strategy.

Knowledge & Skills

• Expert knowledge of workforce management principles, methodologies, and best practices.
• Strong people leadership, coaching, and team development skills.
• Advanced analytical and problem-solving capabilities; expert in Excel and reporting / BI tools.
• Deep understanding of Erlang C/A staffing methodologies and capacity planning models.
• Excellent communication and stakeholder management skills, including presenting to senior leadership.
• Ability to translate complex data into strategic, actionable business insight.
• Strong organizational skills, sound judgment, and the ability to lead multiple priorities in a fast-paced environment.

Salary: $110,000 - $145,000/year

Benefits:

• Competitive wages
• Comprehensive benefit package Medical, Dental, Vision
• 401K
• Life Insurance
• Paid Vacation and Sick Time
• Career plan
• Recognition programs
• Professional development learning
• An exceptional work environment

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring Ordinance and any other applicable state, federal or local laws. EEO/M/F/disability/veteran