Associate Manager, Workforce Management

What You'll Do:

• Forecasting, Planning & Scheduling
• Analyze historical volume trends across all contact channels including phone, chat, and email to generate short- and long-term demand forecasts that support staffing and operational planning.
• Translate forecasts into actionable staffing models that align with service level agreements (SLAs), productivity goals, and budgets.
• Evaluate and design efficient Specialist schedules, lead shift bids, and optimize intraday coverage to meet demand fluctuations.
• Oversee time-off request approvals based on capacity, ensuring balance between business coverage and team flexibility.
• Identify the need for overtime (OT) or voluntary time off (VTO)  based on demand. Manage reporting and tracking of hours to support operational efficiency and cost control.
• Team Leadership & Real-Time Coordination
• Directly manage, coach, and support a team of Workforce Management Coordinators, providing regular feedback, development opportunities, and performance assessments.
• Partner closely with Coordinators to ensure clear communication and alignment on new initiatives impacting volume, process updates, and the connection between long-term forecasts and intraday execution.
• Collaborate with Coordinators to continuously improve real-time strategies and intraday responsiveness, using insights from forecasting and scheduling to guide decisions.
• Cross-Functional Collaboration & Reporting
• Work closely with Support Leadership, Training, QA, Experience and Systems teams to plan for projects, offline sessions, and seasonal ramp periods.
• Provide detailed reports, dashboards, and trend analysis to inform executive decision-making and drive continuous improvement.
• Serve as an operational thought partner to identify process gaps, inefficiencies, and areas of improvement within the workforce plan, and drive changes to enhance team performance.
• Step in to support other workforce management initiatives and special projects as needed.

Skills You Have:

• A relevant degree (or comparable formal training, certification, or work experience)
• 5+ years of experience in a workforce planning, capacity management, and strategic scheduling role within a support contact center environment.
• 3+ years of experience in a Workforce Management leadership role (Team Lead or higher) within a support contact center environment, including direct people management and operational ownership across forecasting, capacity planning, and real-time execution.
• Strong command of workforce management platforms (e.g., Playvox, Teleopti, NICE, Verint) and comfort using them to manage forecasting, scheduling, and reporting functions.
• High proficiency in analyzing operational data, modeling scenarios, and presenting insights to leadership.
• Strong ability to coach, support, and performance manage a team of Coordinators, including feedback, career development, and accountability.
• Proven success working cross-functionally and influencing outcomes across teams.
• Excellent organizational skills with the ability to manage competing priorities in a fast-paced setting.
• Exceptional communication skills with the ability to convey complex workforce data clearly.

Who You Are:

• Strategic and operational leader with a proven ability to drive workforce initiatives that balance real-time execution with long-term planning, directly influencing service levels, cost efficiency, and specialist experience.
• Data-driven decision-maker who synthesizes complex workforce data spanning forecasts, capacity plans, intraday metrics, and performance trends into actionable insights and clear recommendations for cross-functional leadership.
• Experienced people leader with a strong track record of coaching and developing Real-Time Coordinators, empowering them to manage intraday performance while building scalable, consistent operational practices.
• Business-savvy and forward-thinking, with a deep understanding of contact center dynamics, customer experience, and operational trade-offs that impact staffing, scheduling, and long-term growth.
• Highly adaptable operator who thrives in fast-paced, evolving environments, bringing structure and clarity to ambiguous challenges while remaining responsive to shifting business priorities.
• Collaborative partner and Influencer, skilled at aligning WFM strategy with the needs of Support Leadership, Training, QA, and other stakeholders to deliver outcomes that serve both our customers and internal teams.
• Relentlessly curious and improvement-oriented, always seeking ways to refine systems, explore better tooling, and future-proof workforce strategies through experimentation and continuous learning.