Senior Manager, Workforce Analytics

National Debt Relief, LLC.•,

3d•Remote

About The Position

We’re looking for a strategic and data-driven Senior Manager of Workforce Analytics to lead demand planning across our inbound sales and outbound dialing. This is a high-impact role that directly influences revenue performance, client experience, and operational efficiency. You’ll partner closely with Marketing, Sales, Finance, and Operations to ensure we have the right staffing strategies in place to meet lead demand, optimize speed-to-dial, and drive conversion.

Requirements

8 years of Workforce Management experience, with deep expertise in forecasting
Experience supporting sales-driven contact centers (inbound lead + outbound dialing)
3+ years of leadership experience managing and developing teams
Strong understanding of conversion funnels, lead flow, and agent productivity metrics
Advanced Excel skills
Experience with WFM platforms
Computer competency and ability to work with a computer.
Prioritize multiple tasks and projects simultaneously.
Exceptional written and verbal communication skills.
Punctuality expected, ready to report to work on a consistent basis.
Attain and maintain high performance expectations on a monthly basis.
Work in a fast-paced, high-volume setting.
Use and navigate multiple computer systems with exceptional multi-tasking skills.
Remain calm and professional during difficult discussions.
Take constructive feedback.

Nice To Haves

experience with SQL and Sigma preferred

Responsibilities

Own Forecasting & Demand Planning: Develop and manage short- and long-term forecasts for inbound leads and outbound dialing. Incorporate key drivers such as marketing performance, seasonality, and economic trends. Continuously improve forecast accuracy using data analysis and advanced modeling.
Drive Capacity & Staffing Strategy: Translate forecasts into headcount plans and hiring strategies. Align staffing with lead generation and revenue targets.
Partner Cross-Functionally: Collaborate with Marketing, Sales, Finance, and Operations to align on business goals. Provide insights into trends, risks, and opportunities impacting demand. Support scenario planning for campaigns, budget changes, and growth initiatives.
Lead & Develop a High-Performing Team: Manage and mentor a team of WFM forecasting analysts. Establish best practices, governance, and scalable processes. Foster a culture of accountability, accuracy, and continuous improvement.
Deliver Insights & Performance Reporting: Track and report on forecast accuracy, service levels, speed-to-dial, and productivity. Identify drivers of variance and implement improvements. Present data-driven recommendations to senior leadership.
Ensure Operational & Regulatory Alignment: Incorporate compliance considerations into planning models. Balance service levels, conversion performance, and cost efficiency.