Manager, Workforce Management

Golden Pet Brands • Los Angeles, CA

6h • Hybrid

About The Position

The Manager of Workforce Management (WFM) plays a key leadership role in ensuring the effective planning, forecasting, scheduling, and real-time resource management of both in-center and remote representative teams. This role is responsible for delivering workforce strategies that support service level goals and broader business objectives. The Manager will leverage strong analytical and data modeling skills to drive operational efficiency, lead continuous improvement efforts, and foster productive relationships with internal and external stakeholders. This position requires a balance of strategic thinking and hands-on execution to optimize workforce performance in a dynamic environment.

Requirements

• Three plus years of experience leading highly motivated, high-performing workforce management teams.
• Five plus years of experience with forecasting, capacity planning and real-time workforce management.
• Proficient with phone system reporting and scheduling tools (Five9, Clearview, Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook).
• Ability to demonstrate and articulate understanding of key workforce management concepts related to forecasting, capacity planning, scheduling, real-time monitoring, call routing and performance improvement.
• Strong quantitative/analytical skills.
• Excellent interpersonal, written, verbal and listening skills.
• Absolute team player who consistently demonstrates respect, inclusion, and an open mind.
• Proven ability to coach to, and drive for, results and provide strategic value.
• Able to promote change by influencing and guiding others in a positive manner.
• Strong project management skills.
• Must be able to effectively cope with typical job stress.
• Must be able to establish and maintain effective working relationships with others.
• High school diploma

Nice To Haves

• Knowledge of Five9 WFM is a plus.
• Bachelor's degree
• 5+ years

Responsibilities

• Lead the Workforce team responsible for short- and long-term forecasting, scheduling, and real-time management of resources across multiple locations and channels.
• Monitor and ensure performance targets are met by actively managing staffing levels and adjusting plans based on volume trends or unexpected changes.
• Collaborate with management to identify opportunities for process improvements and help implement solutions that drive efficiency and reduce manual work, including automation and new technologies.
• Develop and deliver regular reporting for leadership, turning data into clear, actionable insights and recommendations.
• Recommend staffing models and support resource planning to meet the needs of a multi-skilled, multi-channel environment.
• Serve as a key contact for both internal and external site operations, including remote and home-based teams, ensuring alignment for day-to-day and weekly planning.
• Work closely with training and operations teams to plan and track training headcount needs, minimizing any disruption to service.
• Help direct staffing adjustments during high-volume or critical periods to reduce customer impact.
• Produce ad hoc reports and analysis as needed (e.g., cost per interaction, VTO usage, trend reports).
• Manage and support the Five9 WFM system in partnership with IT, including issue resolution and system improvements.
• Research and evaluate potential vendor solutions aimed at reducing costs, streamlining operations, and enhancing the overall customer experience.
• Performs other duties as assigned.

Benefits

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED