Manager, Workforce Management

3 weeks, 4 days 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

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