Manager, Workforce Scheduling

Macy's•Mason, OH

5d•$67,600 - $112,600

About The Position

The Manager, Workforce Support, Transformation & Reporting is responsible for leading the reporting, transformation, governance, and business partnership functions that support enterprise Workforce Management and Contact Center Operations. This role transforms workforce and operational data into actionable insights, ensuring leaders have the visibility, context, and recommendations needed to make informed decisions that drive service performance, customer experience, and operational efficiency. Reporting to the Senior Manager, Workforce Scheduling & Support, this role serves as a critical connector between Workforce Management, Operations, Customer Experience, Technology, Analytics, and Executive Leadership teams. The Manager is responsible for establishing consistent reporting frameworks, leading workforce governance routines, managing operational communications, and driving cross-functional collaboration to support business objectives. This leader plays a key role in translating workforce performance data into strategic narratives, facilitating business reviews, identifying operational trends, managing executive communications, and ensuring alignment across stakeholders and business functions. The role also provides end-to-end project leadership for the conversion from one workforce scheduling system to another, partnering across business and technology teams to define requirements, manage implementation milestones and risks, validate scheduling strategies and forecasting logic, and deploy flexible scheduling tools that improve usability, choice, and the overall colleague experience while sustaining operational performance.

Requirements

Workforce Management Expertise: Strong understanding of contact center workforce management disciplines, including real-time management, scheduling, forecasting, staffing optimization, and service level management.
Contact Center Operations: Knowledge of contact center performance drivers and operational processes across multi-channel customer service environments.
Leadership & Team Development: Proven ability to lead, coach, and develop frontline workforce management professionals while driving accountability and performance.
Analytical Skills: Strong capability to interpret workforce data, identify trends, perform root-cause analysis, and make data-driven recommendations.
Communication: Excellent verbal and written communication skills with the ability to influence stakeholders and communicate effectively at all organizational levels.
Collaboration & Partnership: Ability to build strong partnerships across Workforce Management, Operations, Customer Experience, Technology, and Support functions.
Problem Solving: Demonstrated ability to manage complex operational challenges and develop practical solutions that improve performance outcomes.
Technology Proficiency: Experience using workforce management systems, reporting platforms, operational dashboards, and Microsoft Office applications.
Change Management: Ability to effectively lead teams through operational changes, process improvements, and business transformation initiatives.
Bachelor's degree preferred.
Typically requires 5+ years of workforce management, real-time operations, contact center operations, or related experience, including leadership experience.
A passionate workforce management leader who thrives in dynamic, fast-paced operational environments.
Highly organized and capable of balancing multiple priorities while maintaining strong attention to detail.
Comfortable making decisions under pressure and responding effectively to changing business conditions.
An influential partner who builds credibility and trust across the organization.
Committed to delivering exceptional customer and colleague experiences through effective workforce execution.
Experience managing Real-Time Analysts, Workforce Schedulers, Workforce Administrators, or similar operational support teams preferred.
Experience supporting large-scale, multi-channel contact center operations strongly preferred.
This role involves performing essential job functions such as communication, collaboration, and use of office and computer systems. Responsibilities include the ability to access and review written and electronic information, and to move within the work environment and interact with workplace materials as needed to carry out job responsibilities.
Ability to work a flexible schedule and provide leadership support during critical business events as needed.

Responsibilities

Lead Workforce Support reporting, transformation, governance, and business partnership functions across contact center operations.
Develop and maintain enterprise reporting strategies that provide leaders with meaningful visibility into workforce performance, staffing trends, service levels, productivity, adherence, customer experience, and operational health.
Create executive-ready reporting packages, scorecards, dashboards, and presentations that support operational and strategic decision-making.
Translate complex workforce and operational metrics into actionable insights and business recommendations for senior leadership.
Manage workforce governance routines, including weekly, monthly, quarterly, and peak-season business reviews.
Lead preparation and facilitation of operational reviews, workforce performance forums, and executive update meetings.
Partner with Workforce Planning, Real-Time Operations, Contact Center Operations, Customer Experience, and Finance teams to ensure alignment on workforce performance objectives and business priorities.
Serve as the primary owner of workforce communications, ensuring clear, consistent, and timely messaging across stakeholder groups.
Develop communication strategies supporting operational changes, business initiatives, service recovery efforts, peak events, and workforce transformation activities.
Coordinate communication and reporting during critical operational events, incidents, and service disruptions to provide leadership visibility and support informed decision-making.
Monitor workforce performance trends, identify emerging risks and opportunities, and proactively recommend improvement actions.
Drive consistency in reporting methodologies, performance definitions, business metrics, and workforce governance practices.
Partner with Technology, Analytics, and Workforce Management teams to improve reporting automation, dashboard development, and data accessibility.
Lead the end-to-end project management of the customer care center conversion from the current workforce scheduling system to a new platform, including scope, requirements, roadmap, milestones, dependencies, risks, issue resolution, testing, implementation, and post-launch stabilization.
Partner with Workforce Planning, Scheduling, Operations, Technology, and vendors to design and validate future-state scheduling strategies, business rules, integrations, and forecasting logic that align staffing supply to customer demand across channels and operating periods.
Advance flexible scheduling capabilities and colleague self-service tools—including shift selection, swaps, availability, and voluntary schedule adjustments—to provide greater flexibility and transparency while maintaining coverage, service, and productivity objectives.
Establish conversion governance and change-readiness plans, coordinate user acceptance testing and training, monitor adoption and performance outcomes, and use colleague feedback to refine tools, processes, and scheduling practices.
Support annual planning, peak readiness preparation, workforce budgeting activities, and capacity planning initiatives through reporting and analytical support.
Identify opportunities to improve workforce transparency, stakeholder engagement, and operational communication effectiveness.
Lead special projects and business initiatives that support workforce strategy, operational excellence, and customer experience improvement.
Support organizational change initiatives by ensuring leaders and stakeholders receive effective communications, reporting, and change support materials.
Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
Perform additional duties as assigned to support organizational objectives.

Benefits

Comprehensive health and wellness coverage
401(k) match
Paid time off
Eight paid holidays
Continuous learning and leadership development
Colleague Resource Groups
Volunteer opportunities
Merchandise discounts
Performance-based incentives
Annual merit review
Employee Assistance Program with mental health counseling and legal/financial advice
Tuition reimbursement