Manager, Workforce Management

Everwise Credit Union•South Bend, IN

About The Position

The Manager, Workforce Management leads the strategy, development, and execution of workforce planning for the Member Experience Center (MxC). This role is responsible for building and maturing the WFM function by ensuring optimal staffing levels, scheduling practices, and real-time management strategies that enable consistent, high-quality member service experiences while optimizing labor efficiency. The incumbent partners closely with MxC leadership and collaborate with HR and Finance as needed, to translate business goals into staffing strategies that support service level, abandonment, and efficiency targets across multiple communication channels.

Requirements

Bachelor’s degree in Business, Operations, Analytics, related field or equivalent experience.
4+ years of Workforce Management experience in a contact center environment.
2+ years of leadership experience.
Strong knowledge of contact center operations.
Strong analytical and quantitative skills with the ability to translate data into actionable insights, including workforce modeling, queueing theory, and contact center staffing methodologies.
Deep understanding of contact center operations and performance metrics.
Ability to influence and partner with leadership.
Strong communication and presentation skills.
Advanced Excel skills and experience with BI tools (Power BI, Tableau, etc.).
Experience with enterprise WFM platforms (NICE, Verint, Genesys, Calabrio, or similar).

Nice To Haves

Delivers strong results in a fast-paced environment with a high volume of member interactions (inbound, chat, video, outbound, etc.).

Responsibilities

Establish and lead the Workforce Management strategy and operating model.
Develop long-range staffing plans aligned with growth, seasonality, and strategic initiatives.
Build and maintain hiring and capacity plans including attrition, shrinkage, and training impacts.
Recommend service level targets and staffing strategies based on business goals.
Lead scenario planning for new initiatives, product launches, and marketing campaigns.
Develop and maintain short- and long-term forecasts across voice and digital channels.
Identify drivers of contact demand and partner with business teams to anticipate volume changes.
Continuously improve forecast accuracy through analytics and modeling enhancements.
Oversee creation and optimization of agent schedules aligned with forecasted demand.
Manage shift bidding, time-off planning, and intraday staffing strategies.
Drive multi-skill and multi-channel scheduling strategies to maximize flexibility and efficiency.
Develop and maintain shrinkage assumptions and staffing models.
Lead real-time management to ensure schedule adherence, service level performance, and operational responsiveness.
Establish escalation and communication protocols for intraday performance risks.
Recommend routing or operational adjustments based on performance trends.
Partner with Member Experience Center leadership to support labor planning, staffing models, and hiring recommendations; collaborate with Finance and HR as needed.
Analyze labor utilization, occupancy, and overtime to identify efficiency opportunities.
Provide recommendations to balance service performance with operational efficiency.
Develop and deliver WFM dashboards and leadership reporting.
Translate operational performance into actionable insights.
Present staffing strategies, risks, and performance trends to leadership.
Own WFM technology strategy and system administration (NICE, Verint, Genesys, Calabrio, or similar platforms).
Identify and implement process improvements and automation opportunities.
Ensure data accuracy and integrity across WFM platforms.
Build, lead, and develop the Workforce Management team.
Establish standards, processes, and governance for the WFM function.
Foster a culture of accountability, accuracy, and continuous improvement.
Develop contingency staffing plans for outages, emergencies, and seasonal demand.
Lead peak planning and special event staffing strategies.