Manager, Workforce Management

Job Description:

Position Summary :

The Manager, Workforce Management leads the strategy, development, and execution of workforce planning for the Member Experience Center (MxC). This role is responsible for building and maturing the WFM function by ensuring optimal staffing levels, scheduling practices, and real-time management strategies that enable consistent, high-quality member service experiences while optimizing labor efficiency. The incumbent partners closely with MxC leadership and collaborate with HR and Finance as needed, to translate business goals into staffing strategies that support service level, abandonment, and efficiency targets across multiple communication channels.

Primary Responsibilities & Duties:

Workforce Strategy & Capacity Planning

• Establish and lead the Workforce Management strategy and operating model.
• Develop long-range staffing plans aligned with growth, seasonality, and strategic initiatives.
• Build and maintain hiring and capacity plans including attrition, shrinkage, and training impacts.
• Recommend service level targets and staffing strategies based on business goals.
• Lead scenario planning for new initiatives, product launches, and marketing campaigns.

Forecasting & Demand Planning

• Develop and maintain short- and long-term forecasts across voice and digital channels.
• Identify drivers of contact demand and partner with business teams to anticipate volume changes.
• Continuously improve forecast accuracy through analytics and modeling enhancements.

Scheduling & Optimization

• Oversee creation and optimization of agent schedules aligned with forecasted demand.
• Manage shift bidding, time-off planning, and intraday staffing strategies.
• Drive multi-skill and multi-channel scheduling strategies to maximize flexibility and efficiency.
• Develop and maintain shrinkage assumptions and staffing models.

Real-Time Workforce Management

• Lead real-time management to ensure schedule adherence, service level performance, and operational responsiveness.
• Establish escalation and communication protocols for intraday performance risks.
• Recommend routing or operational adjustments based on performance trends.

Labor Planning & Collaboration

• Partner with Member Experience Center leadership to support labor planning, staffing models, and hiring recommendations; collaborate with Finance and HR as needed.
• Analyze labor utilization, occupancy, and overtime to identify efficiency opportunities.
• Provide recommendations to balance service performance with operational efficiency.

Reporting, Analytics & Leadership Communication

• Develop and deliver WFM dashboards and leadership reporting.
• Translate operational performance into actionable insights.
• Present staffing strategies, risks, and performance trends to leadership.

Technology & Continuous Improvement

• Own WFM technology strategy and system administration (NICE, Verint, Genesys, Calabrio, or similar platforms).
• Identify and implement process improvements and automation opportunities.
• Ensure data accuracy and integrity across WFM platforms.

Team Leadership & Development

• Build, lead, and develop the Workforce Management team.
• Establish standards, processes, and governance for the WFM function.
• Foster a culture of accountability, accuracy, and continuous improvement.

Business Continuity & Peak Planning

• Develop contingency staffing plans for outages, emergencies, and seasonal demand.
• Lead peak planning and special event staffing strategies

Knowledge/ Skills:

• Strong analytical and quantitative skills with the ability to translate data into actionable insights, including workforce modeling, queueing theory, and contact center staffing methodologies.
• Deep understanding of contact center operations and performance metrics.
• Ability to influence and partner with leadership.
• Strong communication and presentation skills.
• Advanced Excel skills and experience with BI tools (Power BI, Tableau, etc.).
• Experience with enterprise WFM platforms (NICE, Verint, Genesys, Calabrio, or similar).
• Delivers strong results in a fast-paced environment with a high volume of member interactions (inbound, chat, video, outbound, etc.).

Minimum Requirements:

• Bachelor's degree in Business, Operations, Analytics, related field or equivalent experience.
• 4+ years of Workforce Management experience in a contact center environment.
• 2+ years of leadership experience.
• Strong knowledge of contact center operations.
• Variability in hours, including weekend and holiday hours.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.