Manager, Workforce Management

17 hours, 54 minutes ago
Full-time
Mid Level
Data Science and Analytics
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

Description

  • Lead, coach, and develop a team of Workforce Analysts and Schedulers.
  • Own workforce planning strategy across supported programs and client accounts.
  • Build and maintain staffing plans, headcount models, and scenario forecasts.
  • Develop business cases for headcount using historical data, growth projections, and productivity benchmarks.
  • Partner with client-facing teams to support expansion opportunities and capacity planning.
  • Own scheduling operations to maintain 24/7 coverage, SLA targets, and efficiency goals.
  • Monitor real-time volumes, queues, adherence, and agent performance, and adjust coverage as needed.
  • Create and maintain WFM reporting standards and dashboards for workforce metrics.
  • Translate workforce data into clear recommendations for operations leaders and clients.
  • Lead continuous improvement initiatives to improve forecasting, scheduling, and workforce optimization.

Requirements

  • 4–6 years of workforce management experience in a BPO or contact center environment.
  • At least 2 years of supervisory or managerial experience.
  • Bachelor’s degree in Business, Statistics, Operations Management, or a related field preferred.
  • Proficiency with WFM tools such as Verint, NICE, Aspect, Genesys, or equivalent.
  • Advanced Microsoft Excel skills.
  • Experience building staffing plans and headcount business cases with measurable outcomes.
  • Hands-on experience with scheduling platforms; Assembled experience is a strong plus.
  • Proficiency with Metabase or similar BI/reporting tools.
  • Experience using AI tools such as ChatGPT, Claude, or Copilot to accelerate analysis or build models.
  • 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 supporting 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 preferred.
  • Experience building WFM functions from scratch in a startup or scale-up context preferred.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Senior Manager, Number Operations

Aircall 51-250 Internet Software & Services

Aircall is seeking a Senior Manager of Number Operations to lead its global team supporting number purchasing, porting, and compliance for its worldwide customer base while shaping the company’s number management strategy.

Looker SQL
4 hours, 24 minutes ago

Sr. Director, Airframe Maintenance and Field Support

Jet Support Services, 251-1K Aerospace & Defense

JSSI is seeking a Sr. Director of Airframe Maintenance and Field Support to lead the planning, execution, and cost management of airframe maintenance events while managing a technical advisor team that supports business aviation customers.

Salesforce
4 hours, 24 minutes ago

Payments Settlement Operations Manager

Versapay 51-250 Capital Markets

Versapay is hiring a remote Payments Settlement Operations Manager to lead and optimize payment settlement operations, ensuring accurate, timely, and compliant processing across multiple payment types in support of its accounts receivable platform.

ERP
4 hours, 39 minutes ago

Regional Capacity Manager

Loadsmart 251-1K Air Freight & Logistics

Loadsmart is seeking a Regional Capacity Manager in Chicago/Remote to strengthen carrier capacity networks and improve freight operations through partnerships, technology adoption, and cross-functional collaboration.

5 hours, 9 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers