Manager, Workforce Management
Platform Science
full-time
Posted on:
Location Type: Remote
Location: Remote • Minnesota • 🇺🇸 United States
Visit company websiteSalary
💰 $75,000 - $114,886 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Pioneer the Workforce Strategy: Drive the strategic agenda for the global contact center network by maintaining expertise in best practices, leading innovation, and developing enterprise-wide workforce planning frameworks.
- Lead and develop WFM analysts in core functions: forecasting, scheduling, reporting, and real-time management, ensuring a balance of efficiency, service level, and financial impact.
- Lead change management initiatives for introducing WFM principles and tool transitions across various lines of business.
- Oversee reporting to ensure data accuracy and consistency, adapting to cloud software changes and balancing the needs for various Key Performance Indicators (KPIs).
- Maximize technology: Act as the system owner and Subject Matter Expert (SME) for key WFM tools, Assembled, Salesforce Omni-Channel, and Zoom Contact Center as well as help integrate WFM KPIs into other tools such as Domo.
- Drive the optimal use and integration of these WFM systems to maximize their effectiveness.
- Champion innovation in WFM technology, automation, and advanced reporting tools to enhance process efficiency and support better decision-making.
- Manage across complexity: Oversee multi-site operations, managing complexities like varied time zones, language requirements, and labor regulations.
- Coordinate workforce planning and maintain shared accountability for both internal teams and external BPO (outsourced) partners.
- Develop scalable strategies to adapt to changing business conditions, new software launches, or sales and product enhancement strategies.
- Collaborate cross-functionally with Operations, Training, HR, and Software Teams to define working processes and drive accountability.
Requirements
- 5+ years experience working in one or more areas of workforce management team (forecasting, capacity planning, real-time management, and scheduling)
- Salesforce Omnichannel and Zoom Contact Center required, Assembled preferred
- 2+ years experience of people leadership, preferably in a remote setting
- Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, average handle time, etc.)
- Experience and comfort using MS Excel and Google Sheets
- Experience exercising strong oral, written, listening and interpersonal ability
- Understanding of diverse queues, channel and queue size, in different WFM and technology platforms
- Bachelor’s Degree in Business, Information Technology or equivalent experience
Benefits
- Medical, dental, and vision insurance
- Short-term and long-term disability insurances
- AD&D and life insurance
- 401k plan
- Paid vacation, sick leave and holidays
- Six weeks of paid parental leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementforecastingschedulingreportingreal-time managementdata accuracyKPI integrationautomationadvanced reporting
Soft skills
people leadershipinterpersonal abilitycommunicationcollaborationchange management