Manager, Workforce Management

About This Role

Lead, develop, and optimize workforce management operations within a contact center, focusing on strategic planning, forecasting, scheduling, and real-time management to ensure operational performance and exceptional customer experience.

Responsibilities

• Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS channels to ensure appropriate staffing levels without excessive overtime.
• Design IVR flows, optimize call routing, manage dialer systems, implement call branding, and evaluate platform alternatives for inbound and outbound interactions.
• Own and improve chat, email, and SMS channels by monitoring performance, identifying bottlenecks, designing routing logic, and driving enhancements.
• Design, implement, and manage workforce management strategies to ensure proper staffing levels meet service demand.
• Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations.
• Leverage data analytics and historical trends to forecast call volumes and staffing requirements.
• Monitor real-time data and recommend schedule adjustments to optimize resource utilization.
• Identify and implement process improvements that enhance productivity, decrease wait times, and improve customer and employee experience.
• Standardize workforce management policies and procedures.
• Research, implement, and manage workforce management systems, scheduling software, and automation tools.
• Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations.
• Analyze and monitor KPIs related to staffing, call handling, service levels, and workforce productivity.
• Provide actionable insights and recommendations based on performance data to drive operational success.

Requirements

• 3+ years of workforce management experience in omni-channel contact centers
• Proficiency in Genesys WFM tools and real-time management
• Experience in capacity planning for internal and external resources
• Advanced data analytics skills in SQL, forecasting models, pivot tables, and macros in Excel
• Hands-on Genesys Cloud CX 3 administration experience (IVR flows, routing rules, user access, dialer management)
• Deep understanding of call flow logic, DTMF menus, speech recognition, and self-service containment strategies

Qualifications

• 3+ years of workforce management experience in omni-channel contact centers.

Nice to Have

• Familiarity with AI-operated chatbots
• Experience in lending, banking, or collections with understanding of compliance constraints (TCPA, FDCPA, FCRA)

Skills

* Required skills

Benefits