Boldr

Manager, Workforce Management

Boldr

full-time

Posted on:

Location Type: Remote

Location: Mexico

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Tech Stack

Erlang

About the role

  • Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth. Foster a culture of accuracy, accountability, and continuous improvement across the Workforce Management function.
  • Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
  • Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.
  • Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
  • Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
  • Create scenario models for ramp, attrition, seasonal demand, and new program launches.
  • Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
  • Ensure capacity plans align with client targets, budgets, and operational resources.
  • Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
  • Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
  • Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.
  • Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.
  • Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
  • Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments.
  • Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.
  • Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage.
  • Oversee intraday monitoring of volumes, queues, and agent performance.
  • Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
  • Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks.
  • Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
  • Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
  • Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes.
  • Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.
  • Identify workforce risks and propose mitigation strategies.
  • Lead initiatives to improve forecasting accuracy, scheduling efficiency, and overall workforce optimization.
  • Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Requirements

  • Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred).
  • 4–6 years of Workforce Management experience in a BPO/contact center environment, with at least 2 years in a supervisory or managerial role.
  • Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills.
  • Proven track record building staffing plans and headcount business cases with measurable outcomes.
  • Hands-on experience with scheduling platforms; experience with Assembled is a strong plus.
  • Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management.
  • Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate analysis, automate workflows, or build models.
  • Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders.
  • Experience leading or mentoring workforce analysts, schedulers, or WFM specialists.
  • Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment.
  • Nice to Have**
  • Experience in a BPO or outsourced CX setting, especially supporting multiple client accounts.
  • Familiarity with Erlang C modeling or other contact center volume forecasting methodologies.
  • Exposure to implementation or onboarding workflows where WFM inputs are needed early in the client lifecycle.
  • Experience building WFM functions from scratch or in a startup or scale-up context.
  • Bachelor’s degree in Business, Statistics, Operations Management, or a related field.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
workforce managementstaffing plansheadcount business casesscheduling operationsforecasting accuracydata interpretationreporting standardsperformance metricscapacity planningAI tools
Soft Skills
leadershipcoachingcommunicationcollaborationproblem-solvinganalytical thinkingstrategic recommendationsmentoringadaptabilitycontinuous improvement