Workforce Manager

ABOUT THE WORKFORCE MANAGER ROLE AND OUR TEAM:

We are seeking a data-driven Workforce Manager to lead forecasting, capacity planning, and performance insights for our Global Customer Experience organization. This role goes beyond traditional WFM execution, owning monthly workforce and organizational performance readouts, translating complex data into clear narratives, and driving decisions at the leadership level. This Workforce Manager will report directly to the VP, Global Customer Service.

RESPONSIBILITIES:

• Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
• Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies
• Produce monthly executive readouts covering:
  • Workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage)
  • Service-level outcomes and operational KPIs
  • Org-level results and trends, with clear insights and recommendations
• Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience)
• Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
• Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights.
• Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities
• Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices

SUCCESSFUL CANDIDATES HAVE:

• 3+ years of workforce management experience in a contact center, service desk, or customer support environment
• Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
• Strong background in data analysis, insights generation, and leadership-facing reporting
• Demonstrated experience with WFM tools (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar)
• Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, complex formulas, data visualization)
• Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
• Ability to connect workforce data to broader organizational performance and business outcomes
• Clear, concise communicator with strong storytelling skills using data
• Comfortable operating in ambiguity and fast-changing environments
• Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or related field
• Or equivalent combination of education and experience

NICE TO HAVE:

• Experience with Assembled, Zendesk, and Salesforce
• Familiarity with AI-driven data visualization and reporting tools
• Exposure to ITIL or Service Desk environments