Workforce Senior Manager

We are seeking an experienced Senior Workforce Manager to lead Workforce Management for a dedicated technology care provider client.

This is an exciting opportunity for a hands-on WFM leader to build and establish core workforce management processes from the ground up, including forecasting, capacity planning, scheduling, real-time management, and reporting. Working closely with the client's operational and business leadership teams, you will help create the workforce management foundation that supports operational performance, customer experience, and future growth.

The ideal candidate brings end-to-end Workforce Management expertise and has experience developing forecasting methodologies, staffing models, scheduling standards, performance reporting, and workforce processes. This role requires someone who enjoys building structure, solving operational challenges, and implementing workforce management best practices in a fast-paced environment.

As the workforce program matures, this leader will also identify future staffing needs and help build the supporting WFM team structure required to sustain growth.

Experience with Calabrio Workforce Management is highly preferred.

Key Responsibilities:

Workforce Management Leadership

• Lead the development and management of the Workforce Management function
• Partner with client operational and business leaders to align workforce plans with business objectives.
• Build and document workforce management processes, standards, and operating procedures.

Forecasting & Capacity Planning

• Develop forecasting methodologies and staffing models to support operational requirements.
• Create short- and long-term capacity plans based on business demand, growth projections, and performance targets.
• Monitor forecast accuracy and continuously improve planning assumptions and methodologies.

Scheduling & Real-Time Management

• Establish scheduling standards and workforce planning processes.
• Ensure staffing plans and schedules support service level, productivity, and customer experience goals.
• Oversee real-time performance and make staffing recommendations based on changing business conditions.
• Develop intraday management and escalation processes to support operational performance.

Reporting & Analytics

• Define and monitor workforce KPIs, including shrinkage, occupancy, adherence, service levels, productivity, and forecast accuracy.
• Design workforce reporting, dashboards, and executive performance summaries.
• Analyze trends and provide recommendations to improve workforce efficiency and operational performance.

Workforce Tools & Optimization

• Support the implementation, administration, and optimization of workforce management tools and processes.
• Leverage workforce technology, including Calabrio, to improve planning and operational execution.

Team Development

• Identify future Workforce Management staffing requirements as processes expand.
• Recommend organizational structures and resource needs for forecasting, scheduling, real-time, and reporting functions.
• Lead, coach, and develop workforce professionals as the team grows.

Minimum Requirements

• 8+ years of Workforce Management experience in a contact center, customer support, or BPO environment.
• 5+ years of leadership experience managing workforce planning functions or teams.
• Demonstrated end-to-end Workforce Management experience, including forecasting, capacity planning, scheduling, real-time management, and reporting.
• Experience developing forecasting methodologies, staffing models, KPI frameworks, and workforce processes.
• Strong analytical, problem-solving, and decision-making skills.
• Advanced Excel skills and experience working with workforce management technologies.
• Excellent communication and stakeholder management skills.

Preferred Qualifications

• Experience building or establishing Workforce Management processes in a new or growing environment.
• Hands-on experience with Calabrio Workforce Management.
• Experience supporting technology, technical support, SaaS, or customer care operations.
• Experience creating executive dashboards and operational reporting.