Senior Workforce Manager

Service Center

CSCS TX

POSITION SUMMARY:

The Contact Center Workforce Manager will be responsible for overseeing the day-to-day operations of the call center workforce, ensuring optimal scheduling, forecasting, and real-time management of agents. This role requires strong experience in Business Process Outsourcing (BPO) environments and managing a diverse team of customer service representatives to achieve KPIs and service level targets. The ideal candidate will have a proven ability to manage contact center operations efficiently and drive improvements in workforce performance. ESSENTIAL DUTIES:

• Develop and manage staffing schedules to ensure coverage meets forecasted call volumes, while balancing operational costs and meeting service levels. 
• Collaborate with the operations team to understand business needs and adapt workforce plans accordingly. 
• Work with senior management to develop and implement strategies for continuous improvement in workforce management practices. Partner with internal leadership teams, HR, and Training departments to ensure that staffing levels align with business needs and that agents are appropriately trained. 
• Ensure the availability of resources (agents, supervisors, etc.) across multiple shifts to meet service level objectives. 
• Monitor agent adherence, productivity, and performance throughout the day. 
• Adjust schedules dynamically in response to real-time changes in call volume or absenteeism to maintain service levels. 
• Work closely with the internal leadership teams to address underperformance and ensure corrective actions are taken. 
• Leverage BPO best practices to manage both internal and external agents. 
• Ensure the workforce is aligned with BPO service agreements, performance standards, and client expectations. 
• Collaborate with clients to ensure that SLAs and quality targets are being met. 
• Prepare and present daily, weekly, and monthly reports on workforce performance, including service levels, productivity, adherence, and agent occupancy. 
• Identify trends and root causes for performance issues, recommending and implementing solutions. 
• Analyze historical data to forecast call volume, agent requirements, and performance metrics. 
• Provide accurate projections for future staffing needs, accounting for seasonal or cyclical trends. 
• Partner with Operations Managers, HR, and Training departments to ensure that staffing levels align with business needs and that agents are appropriately trained. 
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong knowledge of WFM principles, including scheduling, forecasting, and real-time management. 
• Expertise in data analysis, reporting, and process optimization. 
• Proficient in WFM software ( NICE WFM, IEX) and MS Office tools (Excel, PowerPoint, etc.). 
• Excellent communication, leadership, and interpersonal skills. 
• Strong problem-solving and decision-making abilities in a fast-paced environment. 
• Familiarity with quality assurance processes and key performance indicators (KPIs) preferred. 

EDUCATION, EXPERIENCE, AND OTHER REQUIREMENTS:Bachelor’s degree in business, Management, or a related field (preferred). Minimum of 5 years of experience in call center operations, with at least 2 years in a workforce management role in a BPO environment as manager, forecaster or held similar roles. CERTIFICATIONS, LICENSURES, AND LANGUAGE SKILLS:

• Certifications related to workforce management (e.g., ICMI, NICE or WFM-specific certifications) preferred. 

PHYSICAL REQUIREMENTS:Position requires little to moderate physical activity. Handling of average weight objects up to 15 pounds; occasional standing or walking; frequently at a keyboard, workstation, or desk. WORK ENVIRONMENT:Work is typically in a normal office administrative environment involving minimal exposure to physical risks.