Boldr

Manager, Workforce Management

Boldr

full-time

Posted on:

Location Type: Remote

Location: South Africa

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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.
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 planningcontinuous improvement
Soft Skills
leadershipcoachingcommunicationcollaborationanalytical thinkingproblem-solvingmentoringadaptabilitystrategic thinkingclient relationship management