Workforce Management Manager – WFM
The James Allen Companies, Inc.
full-time
Posted on:
Location Type: Remote
Location: Remote • Maryland • 🇺🇸 United States
Visit company websiteSalary
💰 $84,000 - $97,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Tableau
About the role
- Create, publish, and communicate schedules, serving as a trusted point of contact for scheduling needs and ensuring equitable shift distribution ensuring adequate coverage for peak and off-peak times.
- Acts as the point of contact for schedules changes and to ensure appropriate levels of coverage.
- Oversee real-time management of staffing and monitoring of service levels, making adjustments to optimize coverage, service levels, such as calling in additional staff, approving overtime, or reassigning tasks.
- Monitors the traffic volumes of each queue and adjusts coverage as needed to ensure optimal service levels and labor cost metrics.
- Develop, analyze, and present workforce reports and performance metrics to leadership, including insights related to employee workload and engagement trends.
- Lead workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction.
- Partner with leadership to balance service levels, labor costs, and engagement-focused initiatives that support retention and satisfaction.
- Partner with leadership on workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction.
- Identifies areas improvement and offers innovative solutions for efficiency in scheduling, service levels and labor costs.
- Tracking productivity, adherence to schedules, and overall workforce efficiency, then sharing insights with leadership to improve operations.
- Work with leadership to identify trends, risks, and opportunities through data analysis, offering innovative solutions to improve both operational efficiency and employee experience.
- Demonstrate sound judgment, adaptability, and empathy in managing dynamic operational demands and supporting team engagement.
- Partner with Customer Service, Quality Assurance, and Learning & Development to plan for training, coaching, and QA calibration sessions.
- Collaborate with Tech/Systems teams to ensure WFM tools (e.g., NICE, Freshdesk, CSR, or similar) are optimized and data integrity is maintained.
- Identify opportunities for automation, efficiency, and improved forecasting accuracy. Produce and analyze WFM reports on forecast accuracy, adherence, occupancy, and service level performance.
- Present insights and recommendations to leadership to drive operational improvements.
- Maintain dashboards and key performance metrics for visibility across the organization.
- Lead, coach, and develop a team of workforce analysts, real-time analysts.
Requirements
- Bachelor’s degree in Business Administration, Operations, Statistics, or related field required; Master’s preferred.
- 5+ years of experience in workforce management, capacity planning, or contact center operations, including at least 3 years in a leadership or managerial role.
- Proven experience managing workforce planning in a multi-channel customer service or call center environment.
- Strong analytical and quantitative skills with advanced Excel or data visualization (Tableau, Power BI) expertise.
- Familiarity with workforce management tools (e.g., Reflexis).
- Excellent communication, problem-solving, and stakeholder management abilities.
- Demonstrated ability to balance operational efficiency with customer experience priorities.
- Exceptional organization and time-management skills
- Detail oriented with ability to follow-through on projects, meet deadlines and handle multiple tasks simultaneously
- Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, AHT, etc.) and their impact on performance and staffing.
- High degree of professionalism, integrity, objectivity and customer service focus
- Ability to work flexible work hours, including weekends and holidays
- Experience working in a multi-site or hybrid customer service organization - Preferred
- Knowledge of advanced forecasting methodologies and automation tools - Preferred
Benefits
- Paid Time Off
- Medical, Dental, Vision and Prescription Insurance
- 401(k) Retirement Plan with company match
- Flexible spending account
- Health savings account
- Tuition Reimbursement
- Employee discount
- Parental leave
- Life insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
workforce managementcapacity planningdata analysisforecastingschedulingperformance metricsadvanced Exceldata visualizationautomation toolscontact center metrics
Soft skills
communicationproblem-solvingstakeholder managementorganizational skillstime-managementdetail orientedadaptabilityempathyleadershipteam development