Manager, Workforce Management

What You'll Do:

• Forecasting, Planning & Scheduling
• Own, and be responsible for, the full workforce management cycle, including but not limited to: forecasting, capacity planning, scheduling, real-time monitoring, and reporting for our Favor contact center teams (onshore and offshore) providing support via Phone, Chat, Email and Tickets.
• Lead the analysis of historical volume trends across all contact channels to generate short- and long-term demand forecasts that support staffing and operational planning.
• Regularly review and translate forecasts into actionable staffing models that align with service level agreements (SLAs), productivity goals, and budgets.
• Regularly evaluate, design, and propose efficient Specialist schedules; you’ll own and manage the actual shift bid process (up to several times per year), and ensure  coverage meets demand fluctuations.
• Review, recommend and implement workflows/staffing models that result in higher efficiency, lowered cost and better agent utilization across our contact center teams.
• Own and oversee our hourly team member PTO process (and approvals/denials) based on capacity, ensuring balance between business coverage and team flexibility.
• Proactively own and Identify the need for overtime (OT) or voluntary time off (VTO)  based on demand. To that end, you’ll manage reporting and tracking of hours to support operational efficiency and cost control.


• Team Leadership & Real-Time Coordination
• Directly manage, coach, and support a high-performing team of Workforce Management Real-Time Coordinators, providing regular feedback, development opportunities, and performance assessments while fostering a culture of excellence and accountability
• Guide and mentor the Coordinators to ensure clear communication and alignment on new initiatives impacting volume, process updates, and the connection between long-term forecasts and intraday execution.
• Collaborate with Coordinators to continuously improve real-time strategies and intraday responsiveness, using insights from forecasting and scheduling to guide decisions.
• Cross-Functional Collaboration & Reporting
• Partner closely with offshore BPO WFM team to ensure our shared goals are achieved and we are maximizing productivity and performance
• Work closely with Support Leadership, Training, QA, Experience and Systems teams to plan for projects, offline sessions, and seasonal ramp periods.
• Provide detailed reports, dashboards, and trend analysis to inform executive decision-making and drive continuous improvement.
• Serve as an operational thought partner to identify process gaps, inefficiencies, and areas of improvement within the workforce plan, and drive changes to enhance team performance.
• Support other workforce management initiatives and special projects as needed.

Skills You Have:

• A relevant degree (or comparable formal training, certification, or work experience)
• 7+ years of experience in a workforce planning, capacity management, and strategic scheduling role within a support contact center environment.
• 5+ years of experience in a Workforce Management leadership role (leading people, programs, and reporting) within a support contact center environment, including direct people management and operational ownership across forecasting, capacity planning, and real-time execution.
• Strong command of workforce management platforms (e.g., Playvox, Teleopti, NICE, Verint) and comfort using them to manage forecasting, scheduling, and reporting functions.
• High proficiency in analyzing operational data, modeling scenarios, and presenting insights to leadership.
• Strong ability to coach, support, and performance manage a team of Coordinators, including feedback, career development, and accountability.
• Proven success working cross-functionally and influencing outcomes across teams.
• Excellent organizational skills with the ability to manage competing priorities in a fast-paced setting.
• Exceptional communication skills with the ability to convey complex workforce data clearly.

Who You Are:

• Strategic and operational leader with a proven ability to drive workforce initiatives that balance real-time execution with long-term planning, directly influencing service levels, cost efficiency, and specialist experience.
• Data-driven decision-maker who synthesizes complex workforce data spanning forecasts, capacity plans, intraday metrics, and performance trends into actionable insights and clear recommendations for cross-functional leadership.
• Experienced people leader with a strong track record of coaching and developing Real-Time Coordinators, empowering them to manage intraday performance while building scalable, consistent operational practices.
• Business-savvy and forward-thinking, with a deep understanding of contact center dynamics, customer experience, and operational trade-offs that impact staffing, scheduling, and long-term growth.
• Highly adaptable operator who thrives in fast-paced, evolving environments, bringing structure and clarity to ambiguous challenges while remaining responsive to shifting business priorities.
• Collaborative partner and Influencer, skilled at aligning WFM strategy with the needs of Support Leadership, Training, QA, and other stakeholders to deliver outcomes that serve both our customers and internal teams.
• Relentlessly curious and improvement-oriented, always seeking ways to refine systems, explore better tooling, and future-proof workforce strategies through experimentation and continuous learning.