Workforce Manager

The Workforce Manager will play a crucial role in ensuring efficient call center operations by overseeing scheduling, forecasting, real-time management, and analytics through a dedicated team.
The ideal candidate will have excellent analytical skills, strong communication abilities, team development experience, and the flexibility to thrive in a dynamic startup environment.
Key Responsibilities Develop and implement workforce management strategies, including creating forecasts, scheduling, and real-time adherence.
Assist in negotiating required headcounts based on forecasted data and business needs.
Oversee the monitoring of real-time call volumes, staffing levels, and agent adherence, ensuring timely adjustments to meet service-level goals through direct supervision and guidance of Real-Time Analysts (RTAs).
Develop and mentor team members, providing ongoing coaching and professional growth opportunities.
Own and manage the invoicing process, ensuring accuracy, timeliness, and effective communication with internal stakeholders and clients.
Lead and oversee the payroll reporting process, ensuring accuracy, compliance, and timely submission in coordination with HR and Finance teams.
Analyze historical call data to accurately forecast staffing requirements, predict trends, and proactively manage potential impacts.
Create, publish, and maintain accurate agent schedules, incorporating training, meetings, breaks, vacations, and absences.
Lead the creation and maintenance of operational and financial dashboards and metrics reports, providing clear and insightful analytics to support business decisions.
Provide timely and detailed reporting on workforce performance metrics, including adherence, occupancy, service levels, and productivity.
Collaborate closely with Operations Managers, Supervisors, and HR to align workforce planning with business objectives.
Utilize workforce management tools to ensure effective resource utilization and maximum operational efficiency.
Continuously improve workforce management processes through regular evaluation and feedback.
Qualifications Minimum of 3-5 years of Workforce Management experience in a call center environment.
Advanced proficiency in workforce management software; experience with AWS is highly desirable.
Exceptional written and verbal communication skills (minimum B2+ to C1 English proficiency required).
Demonstrated capability in mentoring, developing, and leading small teams.
Proven expertise in forecasting, scheduling, invoicing, payroll reporting, dashboard creation, and real-time operations management.
Strong analytical, problem-solving, and organizational skills.
Capacity to multitask and rapidly adapt in a fast-paced startup environment.
Bachelor's degree in Business Administration, Operations Management, or a related discipline preferred, though not mandatory.
Reporting Structure: Reports to: Director of Operations Supervises: RTA and WFM Analyst Metrics for Success: Achievement and maintenance of targeted service-level agreements (SLAs) Accuracy of forecasts compared to actual staffing needs (forecasting variance) Improvement and consistency in agent adherence and occupancy rates Timeliness and accuracy of payroll and invoicing processes Quality and clarity of operational and financial dashboards and reports Employee engagement and satisfaction within the workforce management team Effective headcount utilization aligned with business growth objectives Seniority level Mid-Senior level Employment type Full-time Job function Project Management and Information Technology Industries Business Consulting and Services #J-18808-Ljbffr