Workforce Management Manager - Contact Center

Job Summary:

We are seeking a highly analytical and strategic Workforce Management (WFM) Manager to lead forecasting, scheduling, and real-time management for our multi-site contact center operations.

You will play a key role in ensuring optimal staffing levels, improving service levels, and driving operational efficiency across voice, chat, and digital channels.

Key Responsibilities:

- Develop and maintain accurate short and long-term forecasts for call volumes, staffing, and shrinkage.

- Design and optimize agent schedules to meet service level agreements (SLAs) while balancing cost and employee satisfaction.

- Lead real-time monitoring and intraday adjustments to ensure adherence to forecasts and schedules.

- Analyze historical data and trends to improve forecasting accuracy and workforce planning.

- Collaborate with operations, HR, and training teams to align staffing with business needs.

- Provide WFM insights and reporting to senior leadership, including performance dashboards and variance analysis.

- Support new business transitions and seasonal ramp-ups with workforce planning expertise.

- Ensure compliance with labor laws, working time regulations, and internal policies.

Requirements:

- Proven experience in a WFM leadership role within a contact center environment.

- Proficiency in WFM platforms such as NICE IEX, Verint, Teleopti, or Genesys WFM.

- Strong analytical and Excel skills; experience with BI tools (e.g., Power BI, Tableau) is a plus.

- Excellent communication and stakeholder management skills.

- Ability to manage multiple priorities in a fast-paced, high-volume environment.

- Deep understanding of contact center metrics (AHT, ASA, occupancy, shrinkage, etc.

Desirable:

- Experience managing WFM for omnichannel contact centers.

- Project management certification or experience.