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ITCON Services is seeking an experienced Workforce Manager to lead workforce planning, forecasting, scheduling, and staffing optimization for a large-scale federal contact center operation.

The Workforce Manager will be responsible for ensuring staffing resources are effectively aligned with multi-channel demand across voice, email, chat, and IVR channels. This role will use workforce data, forecasting models, and real-time performance insights to ensure the contact center consistently achieves required service levels, operational performance metrics, occupancy targets, and customer experience goals.

The ideal candidate brings hands-on workforce management experience within a large, complex contact center environment and is comfortable balancing long-term workforce planning with real-time operational demands.

Key Responsibilities

• Forecast Workforce Demand: Develop short- and long-term forecasts for call, email, chat, and other contact volumes using historical data, trends, seasonality, and anticipated business needs.
• Develop Staffing & Capacity Plans: Create staffing models and schedules that align workforce capacity with forecasted demand, service-level requirements, and operational goals.
• Manage Real-Time Workforce Performance: Monitor queues, staffing levels, schedule adherence, and service-level performance, making intraday staffing adjustments as needed.
• Optimize Workforce Performance: Identify opportunities to improve staffing efficiency, utilization, occupancy, response times, and overall workforce effectiveness.
• Analyze Workforce Data: Track and analyze workforce metrics, trends, and performance data to identify staffing gaps, risks, and opportunities for improvement.
• Manage WFM Systems: Utilize workforce management platforms to support forecasting, scheduling, capacity planning, adherence monitoring, and reporting.
• Partner with Operations Leadership: Collaborate closely with contact center leadership and operational teams to align staffing strategies with program requirements and performance objectives.
• Support Performance Reporting: Develop and communicate workforce-related reports, forecasts, staffing recommendations, and performance insights to leadership.
• Plan for Surges & Contingencies: Develop workforce strategies to support seasonal volume increases, emergency response requirements, unexpected demand, absenteeism, and other operational disruptions.
• Drive Continuous Improvement: Evaluate workforce processes, tools, and methodologies and recommend improvements that increase efficiency, accuracy, and operational performance.

Education

• Bachelor’s degree in Business, Operations Management, Statistics, Analytics, or a related field is required.

Required Experience

• 5–7 years of workforce management experience within a contact center or customer service environment.
• 3+ years of hands-on experience with workforce forecasting, capacity planning, and scheduling.
• Experience supporting large-scale contact center operations of 100+ employees/FTEs.
• Experience supporting multi-channel contact center environments, including voice, email, chat, and/or digital channels.
• Demonstrated knowledge of contact center workforce metrics, including service level, occupancy, schedule adherence, shrinkage, utilization, response time, and related KPIs.
• Hands-on experience with workforce management platforms such as NICE, Verint, Genesys WFM, or comparable systems.
• Strong analytical skills with the ability to interpret workforce data, identify trends, and translate findings into actionable staffing recommendations.
• Strong communication and collaboration skills with experience partnering with operations and program leadership.

Preferred Qualifications

• Experience supporting federal government or other large, highly regulated contact center environments.
• Experience with workforce reporting, dashboards, and data visualization tools.
• Certified Workforce Management Professional (CWMP) or similar workforce management certification.
• Lean Six Sigma or related process improvement certification.

Equal Opportunity Employer
ITCON Services, LLC is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other protected class under applicable law.