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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Workforce Management, including advanced proficiency with WFM platforms and the ability to develop and optimize multi-channel forecasting models. Proven leadership in managing and mentoring teams while driving operational efficiency and strategic decision-making.
Highest-signal resume keywords
Workforce Management ExperienceWFM Platform ProficiencyTeam Leadership and DevelopmentData Analysis and Strategy ConversionForecasting and Capacity Modeling
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Multi-Channel Forecasting ModelsCapacity ModelingScenario ModelingOperational AnalysisKPI TrackingData AnalyticsPerformance ManagementPTO ManagementBudget PlanningAutomation Opportunities
Soft Skills
MentoringTeam DevelopmentCommunicationAdaptabilityProblem-Solving
Tools & Technologies
Nice CXoneVerintAssembledZendeskSalesforceTalkdesk
Industry Keywords
Contact CenterCXBPO OperationsSLA GovernanceHigh-Volume Environments
About the role
Key responsibilities & impact- Develop, maintain, and refine multi-channel forecasting models for voice, email, chat, messaging, and AI/bot handoffs
- Build 12-to-18-month rolling capacity models to guide hiring, onboarding, shrinkage allocations, and budget planning
- Conduct scenario modeling and risk analysis for business changes, product launches, and operational pivots
- Oversee agent schedule creation and optimization against interval-level demand, staff preferences, labor laws, and shift flexibility
- Lead Real-Time Analysts managing intra-day performance, shrinkage, adherence, and queue dynamics
- Establish processes for PTO management, training allocation, dynamic offline time, and overtime deployment
- Design and deliver executive-level WFM dashboards tracking forecasting, occupancy, adherence, cost per contact, and SLA KPIs
- Use advanced analytics to identify bottlenecks, handle-time anomalies, and automation opportunities
- Own selection, optimization, and continuous improvement of WFM platforms and integrations
- Manage, mentor, and develop WFM Analysts, Data Analysts, and Real-Time Coordinators
- Establish team KPIs, operational standards, and career development pathways
- Conduct 1:1s, performance evaluations, and skill-building sessions
- Unify internal and outsourced BPO operations through SLA governance, capacity models, and automated scheduling workflows
- Improve forecasting accuracy, agent occupancy, labor spend, service levels, CSAT, and operational profitability
Requirements
What you’ll need- 7+ years of dedicated Workforce Management experience in a high-volume omni-channel CX/Contact Center environment
- At least 3+ years in a senior manager or leadership role directly managing WFM teams
- Advanced hands-on proficiency with enterprise WFM platforms such as Nice CXone, Verint, or Assembled
- Proficiency with CRM/CCaaS tools such as Zendesk, Salesforce, or Talkdesk
- Ability to convert complex datasets into operational strategies
- Experience mentoring and developing WFM team members
- Ability to translate WFM technicalities into business impacts for FP&A and executive leadership
- Ability to thrive in high-growth, changing environments with shifting volume dynamics
- Proven track record of hiring, developing, and retaining high-performing WFM and analytical talent
- Bachelor’s degree in Business Administration, Data Analytics, Statistics, or equivalent operational experience preferred
Benefits
Comp & perks- 🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Xero Website LinkedIn All Job Openings 1001 - 5000 employees Founded 2006 ☁️ SaaS 🤝 B2B 💰 $925M Post-IPO Debt - Xero on 2024-06 SaaS
- B2B Xero is a cloud-based accounting software company that provides bookkeeping, invoicing, payroll, bank reconciliation, VAT/MTD compliance, and financial analytics for small businesses, accountants, and bookkeepers. It offers an app marketplace for integrations, online invoice payments, partner programs for accountants and bookkeepers, and AI-powered automation (JAX) to streamline routine financial tasks. CX Workforce Management Manager Job not on LinkedIn 🔥 1 minute ago 🏢🏡 Manchester – Hybrid ⏰ Full Time 🟠 Senior 🔴 Lead 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
- Develop, maintain, and refine multi-channel forecasting models for voice, email, chat, messaging, and AI/bot handoffs
- Build 12-to-18-month rolling capacity models to guide hiring, onboarding, shrinkage allocations, and budget planning
- Conduct scenario modeling and risk analysis for business changes, product launches, and operational pivots
- Oversee agent schedule creation and optimization against interval-level demand, staff preferences, labor laws, and shift flexibility
- Lead Real-Time Analysts managing intra-day performance, shrinkage, adherence, and queue dynamics
- Establish processes for PTO management, training allocation, dynamic offline time, and overtime deployment
- Design and deliver executive-level WFM dashboards tracking forecasting, occupancy, adherence, cost per contact, and SLA KPIs
- Use advanced analytics to identify bottlenecks, handle-time anomalies, and automation opportunities
- Own selection, optimization, and continuous improvement of WFM platforms and integrations
- Manage, mentor, and develop WFM Analysts, Data Analysts, and Real-Time Coordinators
- Establish team KPIs, operational standards, and career development pathways
- Conduct 1:1s, performance evaluations, and skill-building sessions
- Unify internal and outsourced BPO operations through SLA governance, capacity models, and automated scheduling workflows
- Improve forecasting accuracy, agent occupancy, labor spend, service levels, CSAT, and operational profitability 🎯 Requirements
- 7+ years of dedicated Workforce Management experience in a high-volume omni-channel CX/Contact Center environment
- At least 3+ years in a senior manager or leadership role directly managing WFM teams
- Advanced hands-on proficiency with enterprise WFM platforms such as Nice CXone, Verint, or Assembled
- Proficiency with CRM/CCaaS tools such as Zendesk, Salesforce, or Talkdesk
- Ability to convert complex datasets into operational strategies
- Experience mentoring and developing WFM team members
- Ability to translate WFM technicalities into business impacts for FP&A and executive leadership
- Ability to thrive in high-growth, changing environments with shifting volume dynamics
- Proven track record of hiring, developing, and retaining high-performing WFM and analytical talent
- Bachelor’s degree in Business Administration, Data Analytics, Statistics, or equivalent operational experience preferred Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Audit Manager 🕒 3 days ago AAB 1001 - 5000 💼 Consulting 🏥 Healthcare 📦 Logistics Website LinkedIn All Job Openings Audit Manager managing client portfolios and audit assignments for AAB, a UK professional services firm. Supervising staff, ensuring quality standards, and supporting business development. 🏢🏡 Manchester – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Broker Development Manager 🕒 3 days ago Flock 51 - 200 🛡️ Insurance 🚗 Transport 🤝 B2B Website LinkedIn All Job Openings Broker Development Manager expanding broker partnerships for Flock, a connected fleet insurance company. Driving submissions, account growth and distribution across the UK’s commercial insurance market. 🏢🏡 Manchester – Hybrid 💰 $38.1M Series B - Flock on 2023-02 ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager Team Manager – Pension Transfers 🕒 4 days ago interactive investor 501 - 1000 💼 Consulting 🛡️ Insurance 💸 Finance Website LinkedIn All Job Openings Team Manager leading pension transfer operations for interactive investor, the UK’s flat-fee investment platform. Managing teams, KPIs, compliance, risk, customer service and operational improvement in a hybrid Manchester role. 🏢🏡 Manchester – Hybrid 💵 £33k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Data Automation Manager 🕒 6 days ago interactive investor 501 - 1000 💼 Consulting 🛡️ Insurance 💸 Finance Website LinkedIn All Job Openings Data Automation Manager overseeing Salesforce Marketing Cloud, Data Cloud, and customer data automation for interactive investor. Leading a specialist team and strengthening personalised, multi-channel engagement. 🏢🏡 Manchester – Hybrid 💵 £50k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor Audit Assistant Manager – NFP Charities 🕒 6 days ago Menzies LLP 1001 - 5000 💼 Consulting 🏥 Healthcare 📦 Logistics Website LinkedIn All Job Openings Audit Assistant Manager leading complex charity and not-for-profit audits for Menzies, a UK professional services firm. Managing assignments, reviewing work, and developing junior auditors. 🏢🏡 Manchester – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 👔 Manager 🇬🇧 UK Skilled Worker Visa Sponsor View More Manager Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates About us Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs