Workforce Operations Manager

Role Summary

We are seeking a Workforce Operations Manager to oversee and optimize the workforce planning and scheduling necessary for business operations. This role integrates demand forecasting with day-to-day operational management to ensure optimal staffing aligns with service level requirements.

Key Responsibilities

• Develop demand forecasts and convert them into actionable workforce plans.
• Oversee scheduling, monitor real-time adherence, and implement necessary intra-day changes.
• Measure and report on productivity, occupancy, and service-level metrics.
• Conduct capacity planning across different teams and departments.
• Collaborate with recruiting, training, and operations leaders regarding staffing strategies.
• Enhance workforce management processes and tools to increase efficiency.

Required Qualifications and Skills

• Minimum four years of experience in workforce management or operational planning.
• Advanced analytical ability with strong Excel modeling skills.
• Experience working with Workforce Management platforms such as NICE, Verint, Calabrio, or Genesys.
• Proven ability in demand forecasting and developing scheduling models.
• Excellent written communication and strong stakeholder management capabilities.
• Comfort collaborating with operations, hiring, and finance teams.

Attributes to Succeed

• Analytical thinker adept at breaking down complex issues into implementable steps.
• Effective communicator with focus on managing diverse stakeholders.
• Proactive, with a strong bias toward driving projects to completion.
• Ability to work asynchronously and effectively across multiple time zones.

Compensation and Benefits

• Competitive salary range between $80,000 and $125,000 USD equivalent, depending on experience and qualifications.
• Performance-based bonus incentives.
• Annual stipend for learning and professional development.
• Health and wellness benefits, varying by location.
• Flexible work hours with fully remote work environment.
• Opportunity to contribute to impactful projects at scale.

Equal Opportunity

This position promotes diversity and inclusion and welcomes applicants regardless of personal characteristics protected by law. Hiring decisions are merit-based, focusing solely on qualifications, skills, and demonstrated abilities.