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Workforce Management Manager Jobs in Connecticut

Cogeco

Analyst, Workforce Management

Groton, CT

Plays a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management. KEY RESPONSIBILITIES Real-Time Intraday 1- Produce Weekly ...

AAA Northeast

Workforce Analyst I (59044)

Hamden, CT · On-site

As a member of a centralized Workforce Management team, the Workforce Analyst I supports day-to-day workforce planning across multiple lines of business including Automotive Services, Insurance ...

Deloitte

UKG PRO HCM Senior Consultant

Stamford, CT

Collaborating with project teams and client stakeholders to deliver workforce management solutions aligned to business needs * Serving clients across industries such as healthcare, consumer, and ...

Deloitte

UKG PRO HCM Senior Consultant

Hartford, CT

Collaborating with project teams and client stakeholders to deliver workforce management solutions aligned to business needs * Serving clients across industries such as healthcare, consumer, and ...

ASSA ABLOY

Regional Sales Manager

Berlin, CT

Underpinned by a unique biometric algorithm, Biosite provides market-leading software solutions for workforce management, task management, material management and fire safety & security. At the heart ...

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Workforce Management Manager information

What is the difference between Workforce Management Manager vs Workforce Analyst?

AspectWorkforce Management ManagerWorkforce Analyst
CredentialsTypically requires a bachelor’s degree in business, operations, or related field; certifications like Workforce Management Certification are commonUsually holds a bachelor’s degree in analytics, business, or related area; certifications like Certified Analytics Professional may be preferred
Work EnvironmentLeads teams, manages scheduling, forecasting, and resource allocation in call centers or service industriesAnalyzes data, develops reports, and provides insights to optimize staffing and operations
Employer & Industry UsageUsed across call centers, retail, healthcare, and customer service industriesCommon in similar industries, focusing on data analysis and reporting

While both roles focus on workforce optimization, the Workforce Management Manager oversees planning and team leadership, whereas the Workforce Analyst concentrates on data analysis and reporting to support decision-making.

What are the key skills and qualifications needed to thrive as a Workforce Management Manager, and why are they important?

To thrive as a Workforce Management Manager, you need strong analytical skills, experience in forecasting and scheduling, and typically a degree in business, operations, or a related field. Familiarity with workforce management software such as NICE, Kronos, or Verint, as well as advanced Excel skills, is essential. Exceptional communication, leadership, and problem-solving abilities help you motivate teams and adapt to changing business needs. These skills ensure optimal resource allocation, improved productivity, and efficient operations that support organizational goals.

What does a Workforce Management Manager do?

A Workforce Management Manager is responsible for overseeing the planning and coordination of staffing levels to ensure that an organization has the right number of employees available at the right times. They analyze workforce data, forecast staffing needs, and implement scheduling strategies to maximize productivity and efficiency. Additionally, they often supervise workforce analysts and collaborate with other departments to meet service level goals while managing costs. Their role is crucial in industries like call centers, retail, and healthcare, where staffing needs fluctuate frequently.

What are some common challenges faced by Workforce Management Managers, and how can they be addressed?

Workforce Management Managers often encounter challenges such as accurately forecasting staffing needs, balancing employee schedules with business demands, and adapting to sudden changes like unexpected absences or shifts in workload. Success in this role requires strong analytical skills, effective communication with team leads and HR, and the ability to leverage workforce management software efficiently. Building collaborative relationships across departments and staying flexible can help address these challenges, ensuring staffing levels remain optimal and service levels are consistently met.
What are the most commonly searched types of Workforce Management jobs in Connecticut? The most popular types of Workforce Management jobs in Connecticut are:
What are popular job titles related to Workforce Management Manager jobs in Connecticut? For Workforce Management Manager jobs in Connecticut, the most frequently searched job titles are:
What job categories do people searching Workforce Management Manager jobs in Connecticut look for? The top searched job categories for Workforce Management Manager jobs in Connecticut are:
Workforce Management Manager jobs near you
Infographic showing various Workforce Management Manager job openings in Connecticut as of June 2026, with employment types broken down into 1% As Needed, 84% Full Time, 13% Part Time, 1% Temporary, and 1% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.
Analyst, Workforce Management

Analyst, Workforce Management

Cogeco

Groton, CT

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 6 days ago

Job description

Our culture lifts you up-there is no ego in the way. Our common purpose? We all want to win for our customers. We aim to always be evolving, dynamic, and ambitious. We believe in the power of genuine connections. Each employee is a part of what makes us unique on the market: agile and dedicated.

Time Type:RegularJob Description :

About Our Company


Breezeline is a dynamic, innovative company providing the very best Internet, TV, and Voice service to the US markets we serve. We Are 'Above And Beyonders,' who consistently strive to surprise and delight our customers by doing the unexpected. We continually look for new and better ways to enrich our customers' lives through connected and memorable experiences.
As the eighth-largest cable operator in the United States, Breezeline reaches more than 1.7 million homes and businesses in 13 states with Internet, TV, Voice and fiber services. Headquartered in Quincy, MA, Breezeline is a subsidiary of Cogeco Communications Inc. (TSX:CCA).

POSITION SUMMARY:

Plays a key role in scheduling and resource utilization to deliver on campaign performance metrics with regards to workforce management.

KEY RESPONSIBILITIES

Real-Time Intraday

1- Produce Weekly Schedules with critical planning and analysis of all schedule metrics for all applicable teams under WFM responsibility.

2- Critically evaluate schedules during creation and upon completion in all metrics for multiple lines of business - Forecast Variances, Service Level targets, AHT target variances, Staffing requirements, etc.

3- Identifies course of action or proposes solutions with supporting metrics relating to staffing deviations (Next day Extended Hours/Full day VTO, Schedule Adjustments etc.)

4- Collaborates with Workforce Management Supervisor and Director to implement scheduling strategies that are aimed at hitting targets related to call forecasting and service level.

5- Completes weekly OTL- Workday interface to ensure all agents under the WFM responsibility have timecards submitted

6- Responsible for all Aspect and/or Evolia updates impacting future schedules which includes scheduling coaching, team meetings, training and shift trades

7- Responsible for vacation selection and vacation changes for agents

8- Work in partnership with the Workforce Management Supervisor to analyze and assess vacation allotments for teams under WFM responsibility.

9- Attend all applicable Scheduling and forecasting meetings and take action items as required from these meetings.

10- Support the management team with implementation of new initiatives and projects from a real time perspective

11- Analyze staffing and routing changes based on observations with ability to make recommendation to your immediate supervisor, in a professional and positive manner

12- Manage and respond to all email received in the inbox in a timely and professional manner.

13- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.

14- To support Cogeco's ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers' needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer's needs.

ESSENTIAL QUALIFICATIONS

ACADEMIC TRAINING

  • College Diploma or combination or equivalent education and experience.

WORK EXPERIENCE

  • 3+ years experience in scheduling in a contact centre environment

  • A previous background in Contact Centre Management and Workforce Management is an asset.

  • A previous background Aspect and Five9 an asset.

SPECIFIC COMPETENCIES

  • Must be proficient in desktop applications including MS Office applications (i.e. Excel, Word and Access) and database management programs.

  • Strong understanding of call centre procedures, processes and technologies preferred.

  • Must be highly organized and detail oriented with demonstrated analytical skills and time management skills.

  • Demonstrated interpersonal skills with a winning customer service attitude and professional demeanour.

  • Ability to communicate with a high degree of tact and diplomacy.

  • Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.

  • Open to change with a learning attitude towards work and to contribute to the team's success in attaining overall objective.

  • The ability to multi-task and manage concurrent projects in a faced paced environment with limited supervision is required.

  • Flexibility required with respect to hours of work as the incumbent may be required to work rotating shifts, weekends and general holidays.Hours of work are subject to change as business needs evolve.

Available Benefits and Rewards:

  • Competitive Pay & Bonuses:Market-leading base salary with participation in the Employee Bonus Plan.
  • Future Planning:Robust 401(k) plan with a50% company match (up to 5%)and eligibility for the Cogeco Stock Purchase Plan.
  • Health & Security:Comprehensive Medical, Dental, and Vision coverage.Company-paidLife Insurance (1x compensation), Short-Term and Long-Term Disability coverage.
  • Work-Life Balance:Generous PTO, Company-recognized Holidays,Floating Holidays, and a comprehensiveFlex Work Policy.
  • Growth & Well-being:Tuition Reimbursement, opportunities for LinkedIn Learning subscriptions, and a complimentaryHeadspace Membership.

Stay Connected: Complimentary and discounted broadband services (for those in our service area).

At Cogeco, diversity is an essential asset to our organization's performance. We are committed to providing equal opportunities to all qualified individuals wishing to join our company, regardless of cultural and individual differences. We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

For candidates whose primary place of work will be in Cleveland, OH, the expected salary range is $54,100 - $81,100

Location :Johnstown, PACompany :

Breezeline

At Cogeco, we know that different backgrounds, perspectives, and beliefs can bring critical value to our business. The strength of this diversity enhances our ability to imagine, innovate, and grow as a company. So, we are committed to doing everything in our power to create a more diverse and inclusive world of belonging.

By creating a culture where all our colleagues can bring their best selves to work, we're doing our part to build a more equitable workplace and world. From professional development to personal safety, Cogeco constantly strives to create an environment that welcomes and nurtures all. We make the health and well-being of our colleagues one of our highest priorities, for we know engaged and appreciated employees equate to a better overall experience for our customers.


If you need any accommodations to apply or as part of the recruitment process, please contact us confidentially at inclusion@cogeco.com

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