Workforce Manager

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