OVERVIEW:
The Workforce Management Manager leads workforce planning, scheduling, and real-time management for assigned client accounts. The role translates client demand into staffing plans, manages productive-hour delivery, and directs workforce management supervisors, schedulers, and analysts. The manager partners with Operations and clients to address coverage risks, maintain accurate workforce data, and meet agreed service level and reporting requirements.
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.
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RESPONSIBILITIES:
Capacity Planning and Forecasting Prepare weekly capacity reports detailing active employee counts, seat capacity where applicable, required productive hours, forecasted availability, and staffing gaps by service line and channel.
Maintain a rolling capacity plan using client forecasts, average handle time, occupancy, in-office and out-of-office shrinkage, attrition, training graduations, and planned time off.
Validate Qualfon’s ability to meet client staffing requests.
Recommend hiring, training, schedule changes, voluntary time off, and overtime based on the size, timing, and cost of projected gaps.
Scheduling and Activity Planning Oversee schedule creation and publication within client deadlines.
Align coverage to interval requirements, employee skills, operating hours, approved work rules, and adhere to applicable labor laws.
Direct break and lunch placement, and schedule adjustments using forecasted demand, actual volume and performance, absenteeism, and queue conditions.
Evaluate Operations requests for meetings, coaching, training, and other group activities or offline tasks by confirming employee availability, session size, duration, and coverage impact; provide alternate times when needed.
Real Time Management and Service Delivery Direct monitoring of required, scheduled, and actual staffing by queue and channel.
Review service level, wait times, backlog, handle time, occupancy, attendance, and schedule adherence.
Guide responses to staffing shortages, excess coverage, demand changes, and system disruptions.
Coordinate approved schedule moves, queue support, overtime, and voluntary time off.
Require timely escalation of staffing and adherence issues to required stakeholders. Communicate the impact, requested action, responsible owner, and follow-up time, then assess the result.
Workforce Systems and Data Accuracy Oversee alignment in relative aspects of Qualfon and client workforce management platforms, where applicable, including, but not limited to, schedules, transfer checks, activity mappings, employee identifiers, and resolution of missing or incorrect data.
Use Qualfon and client workforce management platforms and tools, where applicable, to review staffing timelines, heatmaps, adherence, assess agent status, assigned work, queue coverage, workload conditions, and workforce reports.
Coordinate employee profile updates, onboarding, deactivation, and approved skill changes with the responsible teams.
Perform routine audits of Qualfon and client workforce management platforms and tools, where applicable, to validate employee status, access, and profile accuracy, including identifying and resolving active records for terminated employees.
Identify and upscale system issues and maintain documented continuity procedures.
Monitor employees who remain offline for extended periods and coordinate with Operations to confirm their status, document the reason, and address any attendance, system, or staffing concerns.
Reporting and Hours Reconciliation Review required, scheduled, and actual hours, including productive and nonproductive time. Explain variances and identify corrective actions by week, service line, and channel.
Reconcile workforce records with client activity data and Qualfon timekeeping.
Investigate missing time, incorrect activity coding, and discrepancies affecting staffing reports or billing support.
Deliver accurate daily and weekly workforce reports within agreed deadlines.
Present staffing risks, recovery actions, and capacity recommendations to Qualfon and client leadership.
Team Leadership and Operations Partnership Set priorities, assign ownership, and maintain workforce management coverage across supported shifts.
Hold the team accountable for accurate data, timely reporting, and documented follow-through.
Mentor and develop workforce management supervisors, schedulers, and analysts. Review their work, address skill gaps, create and update necessary training modules and guides, establish consistent decision and escalation practices.
Partner with Operations, Training, Talent Acquisition, and system support teams on hiring plans, new hire readiness, schedule changes, and service recovery.
Continuous Improvement Analyze recurring staffing gaps, forecast variances, schedule inefficiencies, and reporting errors. Identify the causes and measure the results of corrective actions.
Maintain workforce management procedures and reporting definitions.
Support automation, system changes, and updated processes through documented requirements, testing, and user training.
QUALIFICATIONS Required Qualifications At least four years of related contact center workforce management experience, including at least two years in a supervisory or management role.
Hands-on experience utilizing Assembled supporting staffing analysis, scheduling, real-time adherence, and workforce reporting.
Hands-on experience utilizing Salesforce in a customer support environment, including agent status monitoring, queue or case workload review, and operational reporting.
Experience with capacity planning, forecasting, scheduling, intraday management, and productive-hour reconciliation across multiple service lines or channels.
Working knowledge of queueing theory, service-level calculations, occupancy, shrinkage, average handle time, and schedule adherence.
Proficiency in Microsoft Excel, including formulas, pivot tables, data validation, and analysis of large workforce datasets.
Ability to explain staffing findings, recommend specific actions, and manage competing priorities with client and Operations leaders.
Bachelor’s degree in Statistics, Mathematics, Engineering, or a related field.
Preferred Qualifications:
Experience with Verint, Assembled, and Salesforce.
Experience supporting financial services accounts or another environment with strict data handling and access requirements.
