WFM Manager II

Job Summary

The Workforce Management Manager will be responsible for managing workforce planning, scheduling, and real-time performance governance to ensure service level attainment and operational efficiency across contact center or shared service operations.

The role will lead a team responsible for forecasting support, capacity planning, scheduling, and command center oversight, ensuring optimal staffing alignment to demand while balancing cost, productivity, and service outcomes.

Key Responsibilities

• Capacity Planning & Workforce Modeling
• Manage headcount planning and workforce supply vs demand alignment.
• Drive workforce optimization to balance service levels and productivity
• Engage in weekly/monthly planning conversations with stakeholders to ensure actions plans and glide paths are built in
• Scheduling & Roster Management
• Ensure staffing coverage across intervals to support service level targets
• Manage shift bids, rotations, and roster alignment.
• Using available tools at hand to ensure optimal coverage and lead simulations to meet client KPIs where needed
• Real-time operations and Command center oversight
• Drive real-time actions including skill moves, overtime, or staffing adjustments through the analyst teams.
• Manage queue performance, backlog, and staffing risks
• Lead daily WFM operational reviews with operations leadership
• Partner with WFM relationship managers for intraday adjustments
• Reporting & Documentation
• Analyze trends impacting service levels, occupancy, and productivity.
• Track plan vs actual performance and recommend improvements
• Present workforce insights to operations and senior leadership.
• Team Leadership
• Manage and develop a team of analysts, schedulers and planners
• Ensure adherence to WFM governance and best practices
• Coach team members on workforce analytics and planning techniques

Qualifications & Skills

• Bachelor’s degree preferred, or equivalent experience in contact center/WFM environment.
• 6–10 years’ experience in workforce management with 2-3 years of managerial experience.
• Exposure to multi-program or multi-site operations preferred
• Proficiency with WFM tools (NICE/IEX, Verint, Aspect, Genesys) and contact center reporting systems.
• Excellent communication, prioritization, and stakeholder management skills.