As a manager, oversee day-to-day operations of a workforce management team, ensuring tasks are prioritized, executed, and completed efficiently to exceed customer expectations on service level attainment.
Lead performance monitoring and feedback sessions to foster continuous team development.
Build and maintain a positive, high-morale work environment that promotes accountability and engagement.
Develop, refine, and maintain optimized schedules to meet service level agreements (SLAs) across multiple lines of business.
Collaborate with WFM Managers and operational leaders to ensure accurate short-term and long-term capacity plans.
Monitor multiple LOB real-time performance, adjusting workforce plans and schedules dynamically to maintain efficiency.
Track adherence and identify opportunities to improve service levels through proactive solutions.
Prepare and deliver to leadership accurate performance reports on key metrics, including productivity, adherence, and attendance.
Leverage data insights to identify workflow inefficiencies and trends that impact service levels, providing forward thinking actionable recommendations to leadership.
Facilitate skill development for several LOB director, managers, and supervisor team members on WFM tools and processes, ensuring technical proficiency and continuous improvement.
Provide ongoing coaching to the WFM team to enhance performance and career development.
Identify and drive process transformation to streamline workflows, increase efficiency, and enhance operational performance.
Ensure compliance with company policies, regulatory standards, and operational procedures.
Serve as a point of contact between WFM, operations, and senior leadership to align workforce strategies with business goals.
Effectively communicate data insights and recommendations to technical and non-technical audiences.

Requirements

Minimum of 4 years of experience in workforce management within a contact center environment.
At least 3 years of leadership or supervisory experience managing WFM teams.
Proven expertise in scheduling, forecasting, and intraday management using workforce management platforms such as NICE, or other WFM platforms.
Strong critical thinking, problem-solving, and decision-making abilities, with the capacity to act proactively in a fast-paced, dynamic environment.
Excellent verbal and written communication skills, with the ability to present complex data clearly to stakeholders at all levels.
Demonstrated ability to identify process gaps, develop innovative solutions, and drive continuous transformational improvement.
Proficiency in analyzing workforce metrics (e.g., adherence, occupancy, ASA, service level) to identify trends and implement forward thinking strategies.
Technical proficiency: NICE WFM, PowerBI, Microsoft Excel, Oracle Planning Tools, IBM Planning Analytics (TM1) or similar reporting tools, and workforce management software.
Proven ability to mentor and develop team members, fostering a culture of accountability and excellence.
Bachelor’s degree in business, Finance, Operations Management, or a related field.
Capacity to adapt to rapidly changing business needs and workforce dynamics.

Benefits

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

Applicant Tracking System Keywords

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

Hard Skills & Tools

schedulingforecastingintraday managementanalyzing workforce metricsprocess transformationdata insightsperformance monitoringcontinuous improvementcapacity planningworkflow optimization

Soft Skills

leadershipcritical thinkingproblem-solvingdecision-makingcommunicationmentoringteam developmentadaptabilityaccountabilityengagement