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Manager, Workforce Management

3 weeks, 4 days ago
Mexico
Full-time
Mid Level
Operations Manager
Data Science and Analytics
Metabase
Apply Now
Boldr

Boldr

Boldr specializes in building global teams through ethical talent outsourcing, connecting businesses with skilled professionals while prioritizing social sustainability and performance.

Professional Services
251-1K
Founded 2016
View All Jobs 18

Description

  • Lead, coach, and develop a team of Workforce Analysts and Schedulers.
  • Own workforce planning, staffing, and scheduling activities across supported programs.
  • Build and maintain data-driven staffing plans and headcount models based on forecasts, growth projections, and productivity benchmarks.
  • Develop scenario models for ramp, attrition, seasonal demand, and new program launches.
  • Serve as the primary WFM contact for internal stakeholders and client discussions.
  • Support client growth conversations by modeling capacity needs for new channels, geographies, or product lines.
  • Oversee scheduling operations to ensure SLA targets, efficiency goals, and 24/7 coverage requirements are met.
  • Monitor intraday volumes, queues, adherence, and agent performance, and adjust coverage as needed.
  • Interpret and report on workforce metrics using dashboards and reporting standards.
  • Identify workforce risks and lead continuous improvement initiatives across WFM processes, tools, and reporting.

Requirements

  • Bachelor’s degree in Business, Statistics, Operations Management, or a related field preferred.
  • 4–6 years of workforce management experience in a BPO or contact center environment.
  • At least 2 years of experience in a supervisory or managerial role.
  • Proficiency with WFM tools such as Verint, NICE, Aspect, Genesys, or equivalent.
  • Advanced MS Excel skills.
  • Proven experience 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.
  • Demonstrated ability to use AI tools such as ChatGPT, Claude, or Copilot to accelerate analysis or automate workflows.
  • Strong communication skills for presenting workforce data to operations teams and client stakeholders.
  • Experience leading or mentoring workforce analysts, schedulers, or WFM specialists.
  • Comfort working across multiple client programs in a fast-paced, ambiguous environment.
  • Experience in a BPO or outsourced CX setting, especially with multiple client accounts, preferred.
  • Familiarity with Erlang C or other contact center forecasting methodologies, preferred.
  • Exposure to implementation or onboarding workflows where WFM inputs are needed early in the client lifecycle, preferred.
  • Experience building WFM functions from scratch or in a startup or scale-up context, preferred.

Interested in this position?

Apply directly on the company website

Apply Now

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