Job
Description
Job Summary : The Contact Center Workforce Manager is responsible for leading the workforce management function to ensure optimal staffing, scheduling, and service level attainment across all contact center channels. This strategic role focuses on forecasting demand, managing capacity, and driving workforce efficiency to support service excellence, cost optimization, and operational continuity. Key Responsibilities : Lead workforce planning, including short- and long-term forecasting, resource modeling, and capacity planning across multiple lines of business. Oversee scheduling, intraday monitoring, and real-time management of staffing levels to meet operational targets. Collaborate with operations, HR, and training teams to align workforce strategy with business objectives and growth. Analyze historical data, trends, and external drivers to predict volume and staffing needs accurately. Ensure adherence to service level agreements (SLAs), occupancy targets, and productivity metrics. Manage and mentor a team of WFM analysts and real-time coordinators, ensuring their development and performance. Optimize WFM tools and processes, and drive automation or enhancements where possible. Deliver regular reports, dashboards, and executive summaries on workforce performance, risks, and recommendations. Partner with quality and operations teams to identify efficiency gaps and implement staffing or scheduling solutions. Participate in budget planning, headcount forecasting, and scenario modeling for business continuity planning. Education and Experience : Bachelors degree in business, Mathematics, Operations, or related field. 5+ years of experience in workforce management in a contact center environment, including 2+ years in a leadership or managerial role. Skillset Required: Deep knowledge of WFM tools (e.g., NICE IEX, Verint, Genesys, Aspect, Calabrio). Strong analytical, forecasting, and planning skills. Excellent leadership and team management abilities. Proficiency in data analysis tools and Microsoft Excel (pivot tables, advanced formulas). Strong understanding of call center metrics (AHT, service level, shrinkage, occupancy, etc.). Effective communication and stakeholder management skills. Preferred Qualification: Experience with multichannel contact centers (voice, chat, email, social). Familiarity with KPI-driven environments and service level-based operations.
