Senior Workforce Manager Jobs (NOW HIRING)

The Sr. Workforce Manager is responsible for leading the Workforce Management (WFM) function for a fast-paced contact center environment. This role oversees forecasting, capacity planning, scheduling, real-time operations, workforce analytics, and reporting to ensure exceptional customer service while maximizing operational efficiency. The Workforce Manager leads a team of Workforce Analysts and Real-Time Analysts and partners closely with Operations and Leadership to align staffing strategies with business objectives.

The ideal candidate is highly analytical, collaborative, and experienced with Genesys Cloud Workforce Management, using data-driven insights to improve service levels, optimize staffing, and enhance both customer and employee experiences.

Requirements:

• 5+ years of experience in leading teams of real-time analysts, schedulers
• 2+ years of experience with the Genesys contact center software
• Ability to work hybrid, consisting of Tuesday, Wednesday, and Thursday in the office and Monday and Friday remote.
• Abiluity to work rotational weekends as needed to implement and communicate contact center strategy for the day.
• Bachelor's degree in Business Administration, Operations Management, Analytics, Information Systems, or related field, or equivalent work experience.
• Advanced proficiency with Microsoft Excel, including pivot tables, formulas, charts, and data analysis.
• Experience developing executive-level reports and dashboards.
• Experience supporting multi-site or remote contact center operations.
• Knowledge of SQL, Power BI, or other business intelligence platforms.

Essential Responsibilities

• Workforce Planning & Forecasting
• • Develop long-term, monthly, weekly, and daily contact volume forecasts across multiple channels.
  • Create staffing models based on historical trends, seasonality, business initiatives, and operational changes.
  • Build capacity plans to ensure staffing aligns with current and future business needs.
  • Evaluate forecast accuracy and continuously improve forecasting methodologies.

• Scheduling & Workforce Management
• • Oversee the creation and maintenance of employee schedules using Genesys Workforce Management.
  • Ensure schedules balance customer demand, service level objectives, employee preferences, and operational efficiency.
  • Manage intraday schedule adjustments based on changing business conditions.
  • Review shrinkage trends and recommend strategies to improve workforce utilization.

• Real-Time Operations
• • Lead the Real-Time Analyst (RTA) team responsible for monitoring daily contact center performance.
  • Direct real-time staffing decisions including schedule adherence, overtime, voluntary time off, and off-phone activities.
  • Monitor service levels, average speed of answer, abandonment rates, occupancy, and other operational metrics.
  • Communicate staffing risks and mitigation plans to operational leadership throughout the day.

• Analytics & Reporting
• • Develop dashboards, scorecards, and executive reports that provide meaningful operational insights.
  • Analyze workforce trends, staffing efficiency, productivity, adherence, occupancy, and customer demand.
  • Identify opportunities for operational improvements through data analysis.
  • Present findings and recommendations to senior leadership.

• Continuous Improvement
• • Optimize Workforce Management processes within Genesys Cloud.
  • Recommend automation opportunities and reporting enhancements.
  • Maintain workforce policies, procedures, and documentation.
  • Stay current on workforce management best practices and emerging contact center technologies.

This position operates in a dynamic contact center environment supporting both onsite and remote employees. Occasional extended hours may be required to support peak business periods, system implementations, or critical operational events.