Workforce Management Manager

Manager, Workforce Management (WFM)

What You'll Do:

You are an expert in workforce management, bringing a wealth of experience to the table. You leverage historical data, seasonality, and industry trends to provide and clearly communicate actionable insights into improving forecast accuracy and enhancing interval level resource allocation. You are driven by results and bias for action, and you lead a team of WFM analysts to achieve tangible outcomes that bring value to our customers through team work, relationship building, and effective communication with different stakeholders and leaders.

• Own long-, medium-, and short-term planning cycles - from forecasting, capacity planning to intraday management.
• Provide enhancements to the existing locked forecast process. Optimize long-term planning, from workload input, process, and tools.
• Forecast volumes and productivity assumptions across all channels and lines of business using historical data, trends, seasonality, and events. Quickly identify and explain fluctuations in volume, AHT, and other assumptions to adjust resources accordingly.
• Build forecast models and scenarios to support product initiatives. Provide analysis to assess and mitigate risk associated with every scenario.
• Own the staffing deployment process end-to-end - intake and analysis of staffing requests, tracking recommendations, and governance/escalation of open items - ensuring requests are staffed quickly and appropriately.
• Monitor utilization and yield by cross-verifying staffing allocations against actual utilization and production performance, flagging gaps and informing broader profitability and productivity discussions.
• Distribute daily and interval workload forecast as needed.
• Build weekly performance reports tracking forecast deliverability to interpret and present actual performance through slides and graphs.

Coordinates, completes, and oversees staff-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning. Leads, coaches, and develops a team of WFM analysts, and provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness. Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices.

Job Requirements:

• A high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment.
• A bachelor's degree with an emphasis in Finance, Accounting, Economics, Math and/or Business or equivalent experience.
• 5+ years of hands-on experience in operational forecasting, capacity planning, and scheduling for a multi-location operation.
• Previous experience leading or managing a team of analysts, with a track record of coaching, developing, and holding a team accountable to results.
• Previous Capacity Planning / Forecasting experience strongly preferred as well as experience with business intelligence and analytics.
• Experience working with senior leaders in automating and implementing new systems and processes.
• To build complex models using various statistical tools for optimization and then communicating data, plans or risks clearly and succinctly.
• To be proficient experience in Microsoft Excel and Google Sheets is required; SQL is a big plus. Some programming experience is a plus.