Manager, Workforce Management Operations

📋 Description

• Lead and coach a Workforce Management team for 24/7 crisis services across channels.
• Forecast demand and manage scheduling to optimize staffing and service levels.
• Develop advanced forecasting models and scenario analyses for changing volumes.
• Collaborate with crisis leadership to translate data into staffing decisions.
• Drive continuous process improvements and efficient resource allocation.
• Ensure confidentiality, ethics, and inclusive practices across the team.

🎯 Requirements

• 3+ years in Workforce Management (forecasting, scheduling, intraday) in contact center or crisis
• Experience with at least one WFM platform (Genesys Cloud WFM, NICE inContact WFM, Calabrio, Aspect
• 2+ years leading and coaching direct reports with accountability for performance.
• Strong data analysis using Excel, Google Sheets, Looker, or Tableau.
• Fluency in English and Spanish (spoken and written).
• Strong planning, analytical, and problem-solving skills; operational decision-making ability.

🎁 Benefits

• Starting salary range of $75,000–$90,000.
• Fully remote work from anywhere in the continental United States, Alaska, or Hawaii.
• Comprehensive health coverage with gender-affirming care options.
• Mental health resources and EAP.
• 403(b) with 3% employer match, vesting over three years.
• Generous PTO and holidays.