Manager, Workforce Management

Role Overview

• Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth.
• Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
• Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.
• Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
• Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
• Create scenario models for ramp, attrition, seasonal demand, and new program launches.
• Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
• Ensure capacity plans align with client targets, budgets, and operational resources.
• Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
• Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
• Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
• Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
• Identify workforce risks and propose mitigation strategies.
• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Requirements

• Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred).
• 4–6 years of Workforce Management experience in a BPO/contact center environment, with at least 2 years in a supervisory or managerial role.
• Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills.
• Proven track record building staffing plans and headcount business cases with measurable outcomes.
• Hands-on experience with scheduling platforms; experience with Assembled is a strong plus.
• Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management.
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate analysis, automate workflows, or build models.
• Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders.
• Experience leading or mentoring workforce analysts, schedulers, or WFM specialists.
• Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment.
• Nice to Have
• Experience in a BPO or outsourced CX setting, especially supporting multiple client accounts.
• Familiarity with Erlang C modeling or other contact center volume forecasting methodologies.
• Exposure to implementation or onboarding workflows where WFM inputs are needed early in the client lifecycle.
• Experience building WFM functions from scratch or in a startup or scale-up context.

Tech Stack

• Erlang