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Workforce Management Manager Jobs in Indiana (NOW HIRING)

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Manager UKG Workforce Solutions

Munster, IN · On-site

$49.80 - $75.09/hr

This role serves as the operational owner of the workforce management system and is responsible for system configuration, enhancements, upgrades, reporting, and ongoing optimization of workforce data ...

IPL (Indiana)

Workforce Analyst

Indianapolis, IN · On-site

Manage shift bids, schedule rotations, time-off requests, and shift trades * Ensure appropriate ... Analyze workforce data to identify opportunities to improve efficiency and reduce overtime

Focus Workforce Management

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Forklift Operator- Immediate Start- Weekly Pay

Winchester, IN · On-site

$14/hr

Focus workforce Management is hiring near you in Winchester, IN Duties and experience: * Forklift experience required. * Able to read and speak English. * Must be at least 18 years of age. * Must be ...

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Workforce Management Manager information

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 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 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 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 most commonly searched types of Workforce Management jobs in Indiana? The most popular types of Workforce Management jobs in Indiana are:
What are popular job titles related to Workforce Management Manager jobs in Indiana? For Workforce Management Manager jobs in Indiana, the most frequently searched job titles are:
What job categories do people searching Workforce Management Manager jobs in Indiana look for? The top searched job categories for Workforce Management Manager jobs in Indiana are:
What cities in Indiana are hiring for Workforce Management Manager jobs? Cities in Indiana with the most Workforce Management Manager job openings:
Workforce Management Manager jobs near you

Manager, Workforce Management

Everwise Credit Union

South Bend, IN • On-site

Full-time

Posted 16 days ago

Job description

Job Description:
Position Summary:
The Manager, Workforce Management leads the strategy, development, and execution of workforce planning for the Member Experience Center (MxC). This role is responsible for building and maturing the WFM function by ensuring optimal staffing levels, scheduling practices, and real-time management strategies that enable consistent, high-quality member service experiences while optimizing labor efficiency. The incumbent partners closely with MxC leadership and collaborate with HR and Finance as needed, to translate business goals into staffing strategies that support service level, abandonment, and efficiency targets across multiple communication channels.
Primary Responsibilities & Duties:
Workforce Strategy & Capacity Planning
  • Establish and lead the Workforce Management strategy and operating model.
  • Develop long-range staffing plans aligned with growth, seasonality, and strategic initiatives.
  • Build and maintain hiring and capacity plans including attrition, shrinkage, and training impacts.
  • Recommend service level targets and staffing strategies based on business goals.
  • Lead scenario planning for new initiatives, product launches, and marketing campaigns.

Forecasting & Demand Planning
  • Develop and maintain short- and long-term forecasts across voice and digital channels.
  • Identify drivers of contact demand and partner with business teams to anticipate volume changes.
  • Continuously improve forecast accuracy through analytics and modeling enhancements.

Scheduling & Optimization
  • Oversee creation and optimization of agent schedules aligned with forecasted demand.
  • Manage shift bidding, time-off planning, and intraday staffing strategies.
  • Drive multi-skill and multi-channel scheduling strategies to maximize flexibility and efficiency.
  • Develop and maintain shrinkage assumptions and staffing models.

Real-Time Workforce Management
  • Lead real-time management to ensure schedule adherence, service level performance, and operational responsiveness.
  • Establish escalation and communication protocols for intraday performance risks.
  • Recommend routing or operational adjustments based on performance trends.

Labor Planning & Collaboration
  • Partner with Member Experience Center leadership to support labor planning, staffing models, and hiring recommendations; collaborate with Finance and HR as needed.
  • Analyze labor utilization, occupancy, and overtime to identify efficiency opportunities.
  • Provide recommendations to balance service performance with operational efficiency.

Reporting, Analytics & Leadership Communication
  • Develop and deliver WFM dashboards and leadership reporting.
  • Translate operational performance into actionable insights.
  • Present staffing strategies, risks, and performance trends to leadership.

Technology & Continuous Improvement
  • Own WFM technology strategy and system administration (NICE, Verint, Genesys, Calabrio, or similar platforms).
  • Identify and implement process improvements and automation opportunities.
  • Ensure data accuracy and integrity across WFM platforms.

Team Leadership & Development
  • Build, lead, and develop the Workforce Management team.
  • Establish standards, processes, and governance for the WFM function.
  • Foster a culture of accountability, accuracy, and continuous improvement.

Business Continuity & Peak Planning
  • Develop contingency staffing plans for outages, emergencies, and seasonal demand.
  • Lead peak planning and special event staffing strategies

Knowledge/ Skills:
  • Strong analytical and quantitative skills with the ability to translate data into actionable insights, including workforce modeling, queueing theory, and contact center staffing methodologies.
  • Deep understanding of contact center operations and performance metrics.
  • Ability to influence and partner with leadership.
  • Strong communication and presentation skills.
  • Advanced Excel skills and experience with BI tools (Power BI, Tableau, etc.).
  • Experience with enterprise WFM platforms (NICE, Verint, Genesys, Calabrio, or similar).
  • Delivers strong results in a fast-paced environment with a high volume of member interactions (inbound, chat, video, outbound, etc.).

Minimum Requirements:
  • Bachelor's degree in Business, Operations, Analytics, related field or equivalent experience.
  • 4+ years of Workforce Management experience in a contact center environment.
  • 2+ years of leadership experience.
  • Strong knowledge of contact center operations.
  • Variability in hours, including weekend and holiday hours.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

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