Manager, Workforce Operations

Indeed•Belfast,

2d•$108,000 - $226,000•Remote

About The Position

In this role, you’ll set team goals, quality standards, and operating rhythms, ensuring accountability for performance and outcomes across workforce management and operational planning. You’ll translate business strategy into clear plans and drive execution of forecasting, scheduling, capacity planning, and workforce initiatives within your team’s scope. You’ll guide, develop, and coach individual contributors, setting expectations, reinforcing high standards, and fostering an inclusive, high-performing culture while ensuring high-quality support across voice, chat, back office, and asynchronous channels. Serving as an escalation point, you’ll oversee workforce planning processes, scenario modeling, and tools that improve efficiency, accuracy, and scalability. Partnering cross-functionally, you’ll align priorities, communicate impact, and continuously enhance workflows through data, feedback, and experimentation. You’ll also help manage real-time workforce management strategy and intraday decision-making across a global, multi-site environment, while maintaining staffing accuracy, operational readiness, and performance accountability across internal teams and vendor partners.

Requirements

Minimum of 10 years of related experience; or a minimum of 8 years of related experience with a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD with 3 years experience.
Workforce management experience, including leadership in large-scale or complex operational environments and demonstrated success leading teams through change, technology implementations, or operating model transitions.
Demonstrated success leading workforce strategy across multi-channel operations, diverse business requirements, and multiple forecasting groups, service models, and SLA requirements.
Excellent understanding of forecasting, scheduling, capacity planning, and real-time workforce management principles across multiple WFM platforms and operational environments.
Demonstrated experience managing large-scale vendor partnerships and workforce performance across outsourced environments.
Proven analytical and technical fluency, including experience with SQL, Python, and business intelligence tools such as Tableau or Power BI.
Ability to leverage data to identify trends, solve operational problems, and translate complex workforce data into clear business insights and executive recommendations.
Ability to influence and collaborate effectively across executive leadership, operational teams, and external partners.

Responsibilities

Set team goals, quality standards, and operating rhythms, ensuring accountability for performance and outcomes across workforce management and operational planning.
Translate business strategy into clear plans and drive execution of forecasting, scheduling, capacity planning, and workforce initiatives within your team’s scope.
Guide, develop, and coach individual contributors, setting expectations, reinforcing high standards, and fostering an inclusive, high-performing culture while ensuring high-quality support across voice, chat, back office, and asynchronous channels.
Serve as an escalation point, overseeing workforce planning processes, scenario modeling, and tools that improve efficiency, accuracy, and scalability.
Partner cross-functionally to align priorities, communicate impact, and continuously enhance workflows through data, feedback, and experimentation.
Manage real-time workforce management strategy and intraday decision-making across a global, multi-site environment, while maintaining staffing accuracy, operational readiness, and performance accountability across internal teams and vendor partners.
Own global workforce capacity planning and headcount strategy, aligning staffing plans and resource investments with organizational and financial goals.
Partner with business leaders to support workforce budgeting, forecasting accuracy, and cost management, identifying risks, opportunities, and operational dependencies across teams and systems.
Oversee vendor workforce governance by validating staffing delivery, supporting billing transparency, and ensuring performance aligns with contractual expectations and business outcomes.
Establish and maintain standardized workforce management practices, including shrinkage assumptions, occupancy targets, scheduling principles, and forecasting governance across supported business groups.
Drive continuous improvement through data, feedback, and experimentation to improve planning accuracy, operational efficiency, and workforce responsiveness.
Leverage AI-enabled tools, automation, and scalable workforce management practices to reduce manual effort and improve the speed and quality of operational decision-making.
Ensure secure handling and exchange of workforce data across internal and external partners, maintaining compliance with applicable privacy and regulatory requirements.