Manager, Workforce Management

Favor•Prior Lake, MN

63d

About The Position

The Favor Support team is a key part of the overall Favor experience. When things donât go according to plan, we step in and ensure our Customers, Runners and Merchants receive a personalized, fast and easy path to resolution across multiple channels (phone, chat, email, social). As a Manager, Workforce Management (WFM) at Favor, you will play a strategic and hands-on role in driving workforce planning for our Support organization. This position is critical to ensuring we meet customer and runner contact demand through accurate forecasting, headcount planning and effective scheduling with continuous optimization of staffing strategies. Youâll partner with leadership across departments to provide data-backed insights, shape planning processes, and support scalable operations that align with our business goals. You will report directly to the Senior Manager of Support Operations.

Requirements

A relevant degree (or comparable formal training, certification, or work experience)
7+ years of experience in a workforce planning, capacity management, and strategic scheduling role within a support contact center environment.
5+ years of experience in a Workforce Management leadership role (leading people, programs, and reporting) within a support contact center environment, including direct people management and operational ownership across forecasting, capacity planning, and real-time execution.
Strong command of workforce management platforms (e.g., Playvox, Teleopti, NICE, Verint) and comfort using them to manage forecasting, scheduling, and reporting functions.
High proficiency in analyzing operational data, modeling scenarios, and presenting insights to leadership.
Strong ability to coach, support, and performance manage a team of Coordinators, including feedback, career development, and accountability.
Proven success working cross-functionally and influencing outcomes across teams.
Excellent organizational skills with the ability to manage competing priorities in a fast-paced setting.
Exceptional communication skills with the ability to convey complex workforce data clearly.

Responsibilities

Own, and be responsible for, the full workforce management cycle, including but not limited to: forecasting, capacity planning, scheduling, real-time monitoring, and reporting for our Favor contact center teams (onshore and offshore) providing support via Phone, Chat, Email and Tickets.
Lead the analysis of historical volume trends across all contact channels to generate short- and long-term demand forecasts that support staffing and operational planning.
Regularly review and translate forecasts into actionable staffing models that align with service level agreements (SLAs), productivity goals, and budgets.
Regularly evaluate, design, and propose efficient Specialist schedules; youâll own and manage the actual shift bid process (up to several times per year), and ensure coverage meets demand fluctuations.
Review, recommend and implement workflows/staffing models that result in higher efficiency, lowered cost and better agent utilization across our contact center teams.
Own and oversee our hourly team member PTO process (and approvals/denials) based on capacity, ensuring balance between business coverage and team flexibility.
Proactively own and Identify the need for overtime (OT) or voluntary time off (VTO) based on demand. To that end, youâll manage reporting and tracking of hours to support operational efficiency and cost control.
Directly manage, coach, and support a high-performing team of Workforce Management Real-Time Coordinators, providing regular feedback, development opportunities, and performance assessments while fostering a culture of excellence and accountability
Guide and mentor the Coordinators to ensure clear communication and alignment on new initiatives impacting volume, process updates, and the connection between long-term forecasts and intraday execution.
Collaborate with Coordinators to continuously improve real-time strategies and intraday responsiveness, using insights from forecasting and scheduling to guide decisions.
Partner closely with offshore BPO WFM team to ensure our shared goals are achieved and we are maximizing productivity and performance
Work closely with Support Leadership, Training, QA, Experience and Systems teams to plan for projects, offline sessions, and seasonal ramp periods.
Provide detailed reports, dashboards, and trend analysis to inform executive decision-making and drive continuous improvement.
Serve as an operational thought partner to identify process gaps, inefficiencies, and areas of improvement within the workforce plan, and drive changes to enhance team performance.
Support other workforce management initiatives and special projects as needed.