Manager, Workforce Management & Vendor Performance (Onsite)
About The Position
SC Data Center, Inc., an affiliate of Colony Brands, is seeking a Manager, Workforce Management & Vendor Performance to lead workforce planning strategies and oversee outsourced contact center partner performance. This highly visible leadership role ensures workforce capacity is aligned with customer demand while supporting operational efficiency, service-level achievement, and strong customer experiences. The Manager is the central point of accountability for forecasting, scheduling, capacity planning, real-time workforce management, workforce optimization technology, and outsourced vendor performance across contact center operations. The role leads and continuously improves workforce management practices, aligns staffing resources with customer demand and seasonal fluctuations, and partners with internal stakeholders and external contact center vendors. The position also coaches and develops workforce management team members and builds scalable processes to support future growth.
Responsibilities
- Lead workforce management functions, including forecasting, scheduling, capacity planning, and real-time management.
- Develop and maintain workforce planning standards, governance processes, reporting, and best practices.
- Analyze historical trends, seasonal demand patterns, marketing initiatives, and other business drivers to improve forecast accuracy.
- Translate workload forecasts into staffing and resource recommendations that support service-level objectives and financial goals.
- Oversee workforce performance metrics, operational KPIs, dashboards, and executive reporting.
- Serve as the business owner and subject matter expert for workforce management systems and technology solutions.
- Drive automation, process improvements, and system optimization initiatives to improve efficiency and effectiveness.
- Manage outsourced contact center workforce planning and monitor vendor staffing, performance, and contractual compliance.
- Establish vendor performance scorecards and facilitate recurring business reviews to address opportunities and concerns.
- Partner with Contact Center Operations, Marketing, Finance, Technology, and vendor leadership to align workforce strategies with business objectives.
- Lead workforce planning for peak seasons, promotions, product launches, and business growth initiatives.
- Coach, mentor, and develop workforce management team members while building scalable processes that support future growth.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
