Workforce Management Manager, Sales Agent, Contact Center

Responsibilities Develop and maintain short and long-term call volume and lead transfer forecast models using historical data, active lead pipeline volume, seasonal trends, and statistical methods specific to the live lead transfer program. Conduct regular analysis on forecast accuracy and continuously refine models to reflect changes in lead source volume, agent headcount, and sales campaign activity. Translate forecast models into actionable staffing plans and communicate them to Call Center leadership. Provide ad-hoc, weekly, monthly, and quarterly reporting on workforce metrics, lead volume trends, and staffing efficiency. Oversee the scheduling of all call center agents, including off-phone activities such as training, coaching sessions, team meetings, and administrative duties, ensuring minimal impact to live lead coverage. Monitor live lead queues, hold times, and agent availability in real time; make or recommend staffing adjustments to maintain SLA targets and maximize lead conversion opportunities. Manage agent time‑off requests and schedule exceptions, balancing agent needs with operational coverage requirements. Utilize WFM platforms (e.g., NICE, Genesys, or equivalent) to optimize agent scheduling and real‑time resource allocation. Recruit, hire, and onboard WFM analysts and representatives as the team scales; establish clear role expectations and performance standards from day one. Lead, coach, and develop direct reports through regular performance conversations, feedback, recognition, and corrective action as needed. Write and deliver annual performance appraisals for all direct reports; monitor and address individual performance against established KPIs. Foster a team culture of accountability, continuous improvement, and collaboration within the WFM function. Partner with Call Center leadership, Sales Leaders, Training, and Quality Assurance to align workforce strategies with live lead program goals and agent performance expectations. Present workforce analysis, forecast results, and staffing recommendations to Call Center management. Lead or participate in cross‑functional project teams involving workforce planning, technology upgrades, or operational improvements. Communicate staffing impacts of new sales campaigns, lead source changes, or operational initiatives to relevant stakeholders proactively. Requirements Bachelor's degree in Business, Operations Management, Analytics, or related field; OR 5+ years of equivalent call center workforce management experience in lieu of degree. At least 3–5 years of call center workforce management experience, with at least 1–2 years in a supervisory or lead capacity. Strong working knowledge of WFM principles including forecasting, scheduling, real‑time queue management, and shrinkage/adherence analysis. Understanding of live lead transfer staffing dynamics, including the impact of lead volume variability on scheduling and queue management. Experience with WFM platforms (e.g., Verint, NICE, Genesys, Community, Finesse, or equivalent) and ACD/telephone reporting tools. Advanced Excel skills required; proficiency in Word and Outlook. Experience with Tableau or Power BI preferred. Ability to translate call volume and performance data into actionable forecasts, staffing strategies, and real‑time solutions. Demonstrated ability to lead, motivate, and develop a team in a fast‑paced, metrics‑driven environment; experience building a WFM team from the ground up preferred. Clear, concise written and verbal communication skills; ability to present data and recommendations to non‑technical leadership. Ability to build and maintain productive working relationships with Sales, Training, QA, IT, and HR teams. Experience supporting a sales‑focused or live lead transfer call center strongly preferred. Life insurance or financial services industry experience a plus. Ability to travel up to 15% as needed. CWPP (Certified Workforce Planning Professional) or equivalent WFM certification preferred. #J-18808-Ljbffr Jobtailor