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Manager, Workforce Management
XManager of Workforce Management for Everwise Credit Union, strategizing workforce planning to optimize member service experiences. Lead teams in scheduling, forecasting, and operational efficiency enhancements.
About the role
Key responsibilities & impact- Lead the strategy, development, and execution of workforce planning for the Member Experience Center (MxC).
- Ensure optimal staffing levels, scheduling practices, and real-time management strategies.
- Partner closely with MxC leadership and collaborate with HR and Finance.
- Develop and maintain short- and long-term forecasts across voice and digital channels.
- Oversee creation and optimization of agent schedules aligned with forecasted demand.
- Provide recommendations to balance service performance with operational efficiency.
Requirements
What you’ll need- Bachelor’s degree in Business, Operations, Analytics, related field or equivalent experience.
- 4+ years of Workforce Management experience in a contact center environment.
- 2+ years of leadership experience.
- Strong knowledge of contact center operations.
- Variability in hours, including weekend and holiday hours.
Benefits
Comp & perks- Everwise is an equal opportunity employer.
- We are committed to creating an inclusive environment for all employees.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
workforce planningforecastingscheduling practicesreal-time managementoperational efficiencycontact center operationsdata analysisstaffing levelsagent scheduling
Soft Skills
leadershipcollaborationcommunicationstrategic thinkingproblem-solving
Certifications
Bachelor’s degree