Workforce Management Manager
OneSource Virtual
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and develop a team of WFM Analysts, providing coaching, training, and performance feedback
- Establish departmental goals, metrics, and best practices for workforce planning and real-time management
- Oversee the creation of accurate call volume, workload, and staffing forecasts across daily, weekly, monthly, and annual intervals
- Develop long-term staffing models to support growth, acquisitions, and new business initiatives
- Partner with HR and Operations to translate staffing plans into hiring and training strategies
- Monitor and refine shrinkage, attrition, and occupancy assumptions to ensure accurate staffing models
- Partner with Finance and senior leadership to align staffing and workforce models with budgeted headcount and labor cost targets
- Track variances between forecasted and actual labor spend, providing insights and recommendations to minimize cost overruns
- Identify cost savings opportunities through optimized staffing, scheduling, and resource allocation
- Direct the development and maintenance of staffing schedules across multiple locations and lines of business
- Oversee real-time monitoring and intra-day adjustments to achieve customer SLA and operational performance targets
- Deliver comprehensive reporting and analysis on forecast accuracy, schedule adherence, and SLA attainment
Requirements
- Bachelor’s degree in Business, Analytics, Finance, or Operations Management preferred
- Equivalent experience in WFM leadership roles may substitute for formal education
- 5+ years of workforce management experience in a contact center environment, with at least 2 years in a leadership role
- Expertise in forecasting, scheduling, staffing planning, and real-time management for multi-site or multi-channel operations
- Experience partnering with Finance and HR to align staffing strategies with budgets and hiring plans
- Proficiency with WFM systems and tools (real-time adherence, forecasting, scheduling modules, ie NICE CX)
- Strong Excel and data analysis skills with the ability to develop and interpret complex reporting
Benefits
- Career Inquiries? If you have a question about one of our positions, please email recruiting@onesourcevirtual.com.
- Can't find a job opening that meets your interest? Submit your contact information and resume to receive job alerts.
- Upward mobility
- Professional development with opportunities of all kinds
- Values-based culture
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
forecastingschedulingstaffing planningreal-time managementdata analysisreporting
Soft skills
coachingtrainingperformance feedbackcommunicationleadership