Workforce Manager

The Workforce Manager is responsible for supporting workforce management systems, forecasting workload demand, scheduling staff, and optimizing staffing efficiency across operations. This role ensures accurate reporting, system configuration, and performance monitoring to improve service levels, productivity, and operational outcomes.

Primary Responsibilities:

Analyze historical data to forecast call volume/workload trends

Develop short-term and long-term staffing models

Monitor real-time adherence and staffing levels

Recommend adjustments based on performance metrics

Build and maintain employee schedules

Manage shift bids, PTO planning, and staffing coverage

Support intraday management decisions

Ensure staffing aligns with service-level goals

Maintain Workforce Management platforms (e.g., Zendesk, ADP)

Configure queues, skills, schedules, and forecasting inputs

Troubleshoot system issues and partner with IT/vendors

Support upgrades and enhancements

Partner with operations leaders on staffing strategies

Identify efficiency improvement opportunities

Support workforce planning meetings / Maintain documentation and process workflows

Qualifications:

Bachelor’s degree in Business, Analytics, IT, or related field (or equivalent experience)

2+ years’ Workforce Management or call center analytics experience

Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.)

Advanced Excel skills (pivot tables, formulas, trend analysis)

Strong analytical and problem-solving ability

Attention to detail and data accuracy

Experience supporting multi-site or multi-channel environments preferred

SQL, Power BI, or Zendesk “CRM” experience preferred

Knowledge of forecasting models preferred

Healthcare, contact center, or operations background preferred

Individual compensation will be commensurate with the candidate's experience and qualifications. Certain roles may be eligible for additional compensation, including bonuses, and merit increases. Additionally, certain roles have the opportunity to receive sales commissions that are based on the terms of the sales commission plan applicable to the role.

Pay Transparency

$65,000—$75,000 USD