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