The Knot Worldwide

Manager

• Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
• Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies
• Produce monthly executive readouts covering workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage), service-level outcomes and operational KPIs, org-level results and trends, with clear insights and recommendations
• Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience)
• Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
• Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights.
• Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities
• Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices

Workforce Manager