CX Workforce Management Manager (Remote in USA)

Gainwell Technologies LLC • OH

79d • $92,800 - $132,600

About The Position

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. Manages multi-channel (voice and non-voice) workforce planning reporting to ensure optimal visibility to contact center specific metrics and insights. Leads the development and execution of WFM reporting — including accurate data to feed forecasting models, drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross-functionally on transformative initiatives and while fostering a high-performing team and culture aligned with business objectives in a multi priority environment. May also lead a contingent of WFM resources, so multifaceted contact center leadership experience is encouraged. The person selected for this position will have a background in industries such as healthcare, insurance, or business process outsourcing (BPO) with high-volume contact center or service operations. Understanding of industry-specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous as a people leader.

Requirements

• 4-year degree or 8 - 10 years in contact centers aligned to Reporting, WFM or multi-faceted Operational roles focused on similar work.
• 8 or more years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role.
• Demonstrated deep knowledge of reporting, forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment.
• Proven ability to lead organizational changes and process improvements in an operation or WFM function.
• Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans.
• Excellent communication and interpersonal skills, with a track record of effectively collaborating with and translating dialogue into operational reporting.

Nice To Haves

• Experience with advanced Excel analysis, Power BI, Data Bricks.
• Ability to create BI reports for the contact center to provide and drive insights around outliers and KPIs.
• Strong interpersonal leadership capabilities, including performance management, coaching, and the ability to inspire and motivate staff across different locations, teams, or functions.

Responsibilities

• Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement.
• Establishes appropriate KPIs in partnership with WFM leadership and COE leaders to measure contact center efficiency and effectiveness.
• Provides regular, actionable reporting on workforce performance in partnership with the respective WFM leaders over capacity planning and scheduling to senior leadership and stakeholders.
• Champions the use of workforce management software (Verint, IEX) and its existing reporting tools and dashboards to enhance planning accuracy and efficiency.
• Pursues automation opportunities and the development of external reports to streamline WFM processes, improve responsiveness and Operational engagement.
• Collaborates closely with Customer Experience, Quality, Training, Technology teams as well as WFM peers to ensure workforce plans and schedules are aligned with business objectives.
• Supports new program launches and business transformations with expert reporting and workforce planning input.
• Builds, leads, and mentors a high-performing WFM team, including reporting and WFM analysts, schedulers, and real-time coordinators.
• Sets clear goals and performance expectations for the WFM team, and provides ongoing coaching, development, and succession planning.
• Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability.

Benefits

• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• Flexible vacation policy after ninety (90) calendar days of employment.
• Company provided computer for work use.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees