Workforce Management & Insights Manager

Summary

The Workforce Management & Insights Manager leads workforce management for a Client Relations Center in Grand Prairie, Texas. This role oversees forecasting, scheduling, capacity planning, reporting, and analysis while managing a team of WFM Specialists. The manager uses data and cross-functional collaboration to improve staffing, service levels, efficiency, and customer satisfaction.

Responsibilities

• Own workforce management processes and tools, including forecasting, scheduling, reporting, and analysis.
• Develop capacity plans using Erlang to support optimal staffing and service delivery.
• Lead, mentor, and develop a team of Workforce Management Specialists.
• Create metrics, reports, and dashboards to measure WFM performance and identify improvement opportunities.
• Partner with cross-functional teams on workforce management practices, scheduling, and special projects.
• Ensure workforce management processes meet compliance and security standards.

Requirements

• At least 6 years of workforce management experience, including a minimum of 3 years leading WFM teams.
• Experience in an omnichannel contact center, across inbound and outbound customer interactions.
• Strong knowledge of workforce management principles, critical thinking, organization, and communication skills.
• Proficiency with workforce management software such as Calabrio, NICE IEX, Verint, or Aspect.
• Ability to lead and collaborate with cross-functional teams.
• Lean Six Sigma Black Belt, PMP, COPC, or Customer Experience certifications are preferred.