Manager, WFM Customer Care

Tapestry • Jacksonville, FL

2d

About The Position

The Workforce Management Manager, Customer Care will lead a team of Real-Time Adherence (RTA) coordinators and oversee performance across internal and BPO contact center sites. This role is responsible for end-to-end WFM functions including forecasting, scheduling, real-time monitoring, reporting, and system management, ensuring optimal staffing and service level achievement across all channels.

The successful individual will leverage their proficiency in Customer Care Workforce Management to...

Requirements

• Excellent analytical, communication, and leadership skills.
• Bachelor’s degree in Business, Operations Management, or related field (or equivalent experience).
• 5+ years of experience in Workforce Management within a retail contact center environment.
• 2+ years of experience managing RTA teams and/or BPO vendor relationships.
• Strong proficiency in Microsoft Office applications, and WFM tools and systems.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Experience in multi-site and multi-channel contact center environments.
• Advanced Excel skills and familiarity with data visualization tools (e.g., Tableau, Power BI).
• Direct experience with NICE IEX and NICE IVR Studio.
• Knowledge of call center KPIs and performance metrics.

Responsibilities

• Own the forecasting and scheduling process for internal teams and BPO partners, ensuring alignment with business volume and staffing needs.
• Collaborate with operations and training to validate forecast assumptions and staffing models.
• Monitor intraday performance and adjust staffing plans to maintain service levels.
• Lead and develop a team of RTA coordinators responsible for real-time adherence, skilling, and intraday adjustments.
• Ensure timely response to staffing variances, call volume spikes, and adherence issues.
• Provide coaching and support to RTA team members to drive performance and consistency.
• Serve as the WFM point of contact for BPO sites, ensuring compliance with SLAs and contractual standards.
• Conduct weekly performance reviews and partner with vendor leadership to address gaps and optimize workforce strategies.
• Administer and optimize WFM tools and platforms.
• Partner with IT and vendor teams to troubleshoot system access issues and implement enhancements.
• Ensure data integrity and system accuracy across all WFM processes.
• Develop and maintain dashboards and reports to track key metrics such as adherence, occupancy, shrinkage, and service levels.
• Analyze performance trends and provide actionable insights to leadership.
• Support business reviews and strategic planning with data-driven recommendations.
• Foster a fun high-performance culture within the WFM team.
• Collaborate cross-functionally with Operations, Training, and Quality to support business initiatives.
• Communicate effectively with stakeholders at all levels to ensure transparency and alignment.

Benefits

• Our company offers a number of benefits to eligible employees, including health benefits (medical, dental, vision), life insurance and disability insurance.
• Eligible employees are also able to enroll in our company’s 401(k) savings plan and take paid time off for wellness needs and vacations.
• Eligible employees will be able to receive discounts on certain products and incentive compensation.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees