Manager, Workforce Management

For our client, we are seeking a Manager, Workforce Management to join the team of a leader in the Information Technology space.

This role will oversee workforce planning and scheduling operations that help drive efficient service delivery across contact center and back office functions. The manager will lead a team focused on schedule production, staffing accuracy, and real-time response to coverage variances. This position partners closely with operations leaders to improve scheduling policies, reporting, and overall workforce effectiveness.

Location: Remote - US based candidates only, no visa sponsorship available

Compensation: $141,000 – $151,000 annually

Responsibilities

• Lead and develop a team of workforce management analysts, providing coaching and performance management
• Serve as the primary escalation point for scheduling and staffing issues
• Oversee accurate schedule production across functions
• Maintain scheduling policies, including time-off and exception handling
• Manage real-time monitoring to address staffing variances promptly
• Oversee workload management for back office functions, ensuring appropriate staff assignments
• Establish consistent reporting for schedule effectiveness and performance

Qualifications

• 5+ years of experience in workforce management or scheduling, specifically in contact center and back office environments
• 2+ years of experience managing a team of workforce management analysts or schedulers
• Hands-on experience with workforce management scheduling tools such as Verint or NICE
• Strong knowledge of scheduling policy design and regulatory TAT requirements
• Proven decision-making skills in real-time staffing issues
• Effective coaching and performance management skills

Benefits

• Remote work flexibility within the US
• Full-time, permanent employment
• Opportunities for professional development and training
• Collaborative and supportive team culture focused on accountability
• Access to advanced workforce management tools and platforms

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.