Manager, Workforce Management Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Workforce Management Operations based in the United States.

This is a mission-driven leadership role overseeing Workforce Management operations supporting 24/7 crisis intervention services across multiple channels and countries. You will lead a WFM team responsible for forecasting demand, optimizing staffing, and maintaining reliable service coverage. The role combines strategic workforce planning with hands-on operational management and continuous process improvement. You will develop advanced forecasting models, capacity plans, scheduling strategies, and scenario analyses for changing contact volumes. Working closely with crisis services leadership, you will turn operational data into actionable staffing and performance decisions. The position offers the opportunity to influence critical services while fostering a collaborative, inclusive, and high-accountability team environment. This is a fully remote opportunity open to candidates across the continental U.S., Alaska, and Hawaii.

Accountabilities: Lead, develop, coach, train, and manage Workforce Management team members, establishing clear goals, priorities, accountability, and ongoing feedback.

Develop, implement, and maintain advanced short-, medium-, and long-term forecasting models across phone, chat, and text crisis service channels in the U.S. and Mexico.

Oversee scheduling strategies and capacity planning to maintain appropriate staffing levels while accounting for shrinkage, training, operational requirements, and service-level agreements.

Partner closely with crisis services leadership to analyze historical performance, identify staffing trends, and implement improvements to forecasting and workforce planning.

Lead scenario planning and what-if analyses to anticipate and respond to expected and unexpected changes or peaks in crisis contact volume.

Manage tactical improvements and operational processes within the Workforce Management function, continuously identifying opportunities to improve efficiency and service reliability.

Use workforce and operational data to support informed decision-making, optimize resource allocation, and maintain appropriate coverage for 24/7 services.

Maintain strong knowledge of organizational programs, services, strategic priorities, and the LGBTQ+ community being served.

Handle sensitive and confidential information with discretion, integrity, and sound judgment.

Promote fair, ethical, equitable, inclusive, and collaborative practices across the team and broader organization.

Communicate effectively across functions, share knowledge, solve complex operational problems, and manage competing priorities within demanding timelines.

Demonstrate strong attention to detail and accuracy while supporting a culture of continuous learning and improvement.

Take on additional relevant duties and responsibilities as needed.

Requirements

3+ years of professional experience in Workforce Management, including forecasting, scheduling, and real-time intraday management within a contact center or crisis services environment.

Extensive experience using at least one major WFM platform, such as Genesys Cloud WFM, NICE inContact WFM, Calabrio, Aspect, or Verint.

2+ years of experience leading, developing, coaching, and managing direct reports, with demonstrated ability to establish accountability and drive team performance.

Strong proficiency in advanced data analysis using Microsoft Excel, Google Sheets, and/or business intelligence platforms such as Looker or Tableau.

Fluency in both spoken and written English and Spanish is required.

Strong workforce planning, forecasting, scheduling, analytical, and problem-solving capabilities, with the ability to translate data into practical operational decisions.

Excellent communication and collaboration skills, with the ability to work effectively across operational, leadership, and cross-functional teams.

Demonstrated ability to manage multiple priorities, work under tight timelines, and respond effectively to changing operational conditions.

Strong attention to detail, sound judgment, and a commitment to confidentiality and ethical decision-making.

Commitment to inclusion, belonging, equitable practices, and respectful collaboration.

Experience forecasting and scheduling short-term, part-time, or volunteer workforces is preferred, particularly where availability, attrition, and shift structures vary significantly.

Experience in a unionized environment is preferred, including familiarity with collective bargaining agreements, seniority-based shift bidding, and union-specific scheduling and overtime requirements.

Candidates must be authorized to work for any employer in the United States; employment visa sponsorship is not available for this position.

Benefits

Starting salary range of $75,000–$90,000 .

Fully remote work from anywhere in the continental United States, Alaska, or Hawaii.

Comprehensive health coverage, including plans supporting a range of gender-affirming care needs.

Mental health resources, including virtual care and in-network and out-of-network support options.

403(b) retirement plan with a 3% employer match , vesting over three years.

Generous paid time off and company holidays.

Employee Assistance Program offering confidential emotional support, work-life resources, and financial and legal guidance.

Company-provided technology to support remote work.

Home office setup reimbursement.

Monthly internet reimbursement.

Opportunity to contribute directly to critical 24/7 crisis services and a mission with meaningful social impact.

Inclusive, collaborative, and purpose-driven working environment.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1