Senior Manager, Workforce Management

McAfee•Frisco, TX

10h•Hybrid

About The Position

As Senior Manager Workforce Management, you provide leadership and oversight across multiple Workforce Management teams, ensuring alignment with organizational objectives and driving operational excellence. By collaborating with senior stakeholders, you influence decision-making and ensure the Workforce Management (WFM) function delivers maximum value to the business. You manage the performance, drive engagement, and foster development of WFM leaders, while ensuring the implementation of best practices and innovative solutions. This is a Hybrid position located in Frisco, TX. You will be required to be onsite on an as-needed basis, typically 4 – 10 days per month. We are only considering candidates within a commutable distance to this location and are not offering relocation assistance at this time. About the role: Strategic Leadership: Develop and execute comprehensive WFM strategies that align with company goals and customer service objectives. Lead the WFM team in forecasting, capacity planning, scheduling, and real-time management to ensure optimal staffing levels and service performance across all customer service channels. Forecasting and Capacity Planning: Oversee the development of accurate forecasts for call volumes, contact types, and resource needs. Lead capacity planning efforts to ensure that BPO partners are prepared to meet demand variability and maintain service level agreements. Scheduling Optimization: Provide SME expertise to the VMO on scheduling optimization opportunities of the BPOs. Real-Time Management: Ensure robust real-time management processes are in place to monitor performance, adjust staffing, and respond promptly to fluctuations in demand. Accountable that real-time management issues are identified and addressed, particularly as they related to deviations from forecasted performance. Vendor Management WFM SME: Serve as the primary liaison for WFM-related interactions with BPO vendors, ensuring clear communication and alignment on performance expectations. Collaborate with vendors to drive improvements in WFM practices and achieve mutual goals. This includes attending all business review meetings to provide such expertise in real time. Data-Driven Decision Making: Utilize advanced analytics to drive insights into WFM performance, identify trends, opportunities for improvement, and areas of risk. Present detailed performance reports to senior leadership, offering actionable recommendations to enhance service delivery. Champion continuous improvement initiatives across all WFM functions. Lead the team in evaluating new tools, technologies, and methodologies that enhance forecasting accuracy, scheduling efficiency, and overall operational effectiveness.

Requirements

8+ years in workforce management or a related field (such as operations, customer service management, or business analytics).
3+ years of demonstrated, successful leadership or management role, demonstrating the ability to lead teams, manage vendors, and drive strategic initiatives.
Proficiency in WFM tools and software (e.g., NICE, Verint, Genesys, or similar), with a deep understanding of forecasting models, capacity planning techniques, scheduling optimization, and real-time monitoring processes.
Exceptional analytical and problem-solving abilities, with the capacity to interpret complex data, identify trends, and make data-driven decisions that enhance operational performance.
Outstanding communication and presentation skills, capable of effectively conveying complex WFM strategies and performance insights to senior stakeholders and external partners.
Proven ability to drive innovation and manage change within a dynamic environment. Experience in implementing new technologies, processes, or methodologies that improve WFM efficiency and effectiveness.

Nice To Haves

Understanding of Erlang C and related queueing models for call center staffing and service level calculations preferred.
Experience with BPO (Business Process Outsourcing) solutions including multi-site and offshore workforce planning preferred.
Familiarity with contractual pricing structures, such as volume-based, handle minutes, productive hour and FTE based pricing preferred

Responsibilities

Develop and execute comprehensive WFM strategies that align with company goals and customer service objectives.
Lead the WFM team in forecasting, capacity planning, scheduling, and real-time management to ensure optimal staffing levels and service performance across all customer service channels.
Oversee the development of accurate forecasts for call volumes, contact types, and resource needs.
Lead capacity planning efforts to ensure that BPO partners are prepared to meet demand variability and maintain service level agreements.
Provide SME expertise to the VMO on scheduling optimization opportunities of the BPOs.
Ensure robust real-time management processes are in place to monitor performance, adjust staffing, and respond promptly to fluctuations in demand.
Accountable that real-time management issues are identified and addressed, particularly as they related to deviations from forecasted performance.
Serve as the primary liaison for WFM-related interactions with BPO vendors, ensuring clear communication and alignment on performance expectations.
Collaborate with vendors to drive improvements in WFM practices and achieve mutual goals. This includes attending all business review meetings to provide such expertise in real time.
Utilize advanced analytics to drive insights into WFM performance, identify trends, opportunities for improvement, and areas of risk.
Present detailed performance reports to senior leadership, offering actionable recommendations to enhance service delivery.
Champion continuous improvement initiatives across all WFM functions.
Lead the team in evaluating new tools, technologies, and methodologies that enhance forecasting accuracy, scheduling efficiency, and overall operational effectiveness.