Workforce Management Manager (WFM)

James Allen-posted 2 days ago
$84,000 - $97,000/Yr
Full-time • Manager
Frederick, MD
501-1,000 employees
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At Blue Nile and James Allen, every interaction reflects the elegance and care behind our jewelry. We’re looking for a Workforce Management (WFM) Manager who will help ensure our customer service team delivers the same level of excellence our customers experience in every piece we create. In this role, you’ll combine data-driven precision with genuine care for people—balancing service levels, efficiency, and team well-being to support a seamless, luxury-level online experience. The Workforce Management (WFM) Manager is responsible for overseeing the strategic planning and day-to-day execution of workforce operations to ensure optimal staffing and service levels across the organization. This role leads the forecasting, scheduling, and real-time management of resources, balancing customer demand with operational efficiency. The WFM Manager partners closely with leadership and cross-functional teams to deliver data-driven insights, streamline processes, and align staffing strategies with business objectives. With a focus on both efficiency and employee engagement, this role ensures the right people are in the right place at the right time to deliver exceptional customer experiences.

  • Create, publish, and communicate schedules, serving as a trusted point of contact for scheduling needs and ensuring equitable shift distribution ensuring adequate coverage for peak and off-peak times.
  • Acts as the point of contact for schedules changes and to ensure appropriate levels of coverage.
  • Oversee real-time management of staffing and monitoring of service levels, making adjustments to optimize coverage, service levels, such as calling in additional staff, approving overtime, or reassigning tasks.
  • Monitors the traffic volumes of each queue and adjusts coverage as needed to ensure optimal service levels and labor cost metrics.
  • Develop, analyze, and present workforce reports and performance metrics to leadership, including insights related to employee workload and engagement trends.
  • Lead workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction.
  • Partner with leadership to balance service levels, labor costs, and engagement-focused initiatives that support retention and satisfaction.
  • Partner with leadership on workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction.
  • Identifies areas improvement and offers innovative solutions for efficiency in scheduling, service levels and labor costs.
  • Tracking productivity, adherence to schedules, and overall workforce efficiency, then sharing insights with leadership to improve operations.
  • Work with leadership to identify trends, risks, and opportunities through data analysis, offering innovative solutions to improve both operational efficiency and employee experience.
  • Demonstrate sound judgment, adaptability, and empathy in managing dynamic operational demands and supporting team engagement.
  • Partner with Customer Service, Quality Assurance, and Learning & Development to plan for training, coaching, and QA calibration sessions.
  • Collaborate with Tech/Systems teams to ensure WFM tools (e.g., NICE, Freshdesk, CSR, or similar) are optimized and data integrity is maintained.
  • Identify opportunities for automation, efficiency, and improved forecasting accuracy. Produce and analyze WFM reports on forecast accuracy, adherence, occupancy, and service level performance.
  • Present insights and recommendations to leadership to drive operational improvements.
  • Maintain dashboards and key performance metrics for visibility across the organization.
  • Lead, coach, and develop a team of workforce analysts, real-time analysts.
  • Bachelor’s degree in Business Administration, Operations, Statistics, or related field required; Master’s preferred.
  • 5+ years of experience in workforce management, capacity planning, or contact center operations, including at least 3 years in a leadership or managerial role.
  • Proven experience managing workforce planning in a multi-channel customer service or call center environment.
  • Strong analytical and quantitative skills with advanced Excel or data visualization (Tableau, Power BI) expertise.
  • Familiarity with workforce management tools (e.g., Reflexis).
  • Excellent communication, problem-solving, and stakeholder management abilities.
  • Demonstrated ability to balance operational efficiency with customer experience priorities.
  • Exceptional organization and time-management skills
  • Detail oriented with ability to follow-through on projects, meet deadlines and handle multiple tasks simultaneously
  • Strong understanding of contact center metrics (service level, occupancy, shrinkage, adherence, AHT, etc.) and their impact on performance and staffing.
  • High degree of professionalism, integrity, objectivity and customer service focus
  • Ability to work flexible work hours, including weekends and holidays
  • Experience working in a multi-site or hybrid customer service organization - Preferred
  • Knowledge of advanced forecasting methodologies and automation tools - Preferred
  • Paid Time Off
  • Medical, Dental, Vision and Prescription Insurance
  • 401(k) Retirement Plan with company match
  • Flexible spending account
  • Health savings account
  • Tuition Reimbursement
  • Employee discount
  • Parental leave
  • Life insurance
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