Workforce Management Manager

Race Communications•Winfield, IN

1d•Remote

About The Position

The Workforce Management Manager is a process leader responsible for the strategic direction, optimization, and day-to-day execution of Workforce Management supporting Customer Support. This role owns workforce forecasting, staffing, scheduling, service level performance, attendance management, efficiency, reporting, budgeting, and workforce optimization processes to ensure Customer Support has the appropriate resources and operational structure to meet customer demand and business objectives. The Workforce Management Manager serves as a key cross-functional partner to Customer Support, IT, Finance, telephony providers, and outsourced service partners, using data, process expertise, and technology to improve operational performance and customer experience. This role also owns the continuous development and improvement of Workforce Management systems, processes, reporting, and operating standards while balancing service quality, workforce efficiency, and financial performance. The role requires travel within assigned market areas for onsite visits and collaboration with partner leadership, as well as occasional international travel.

Requirements

Eligibility for US Employment without sponsorship
Minimum of 18 years of age
A valid driver's license, subject to successful verification through a DMV check, is mandatory
Minimum of 5 years of experience in Workforce Management, Contact Center Operations, Customer Support Operations, or a related field preferred
Demonstrated experience owning workforce planning processes and driving operational performance within a customer support or contact center environment preferred
Strong understanding of contact center workforce management principles, including forecasting, scheduling, staffing, queue management, service level performance, and efficiency management preferred
Experience developing and managing Customer Support performance metrics, reporting, and operational dashboards preferred
Experience with Customer Support budgeting, financial planning, and expense management preferred
Experience with Customer Support volume forecasting and staffing models preferred
Experience managing outsourced customer support vendor relationships, including financial management, staffing, resource planning, contract and rate negotiations, and vendor performance preferred
Experience partnering with IT and telephony providers to manage contact center technology and telephony performance preferred
Strong analytical and problem-solving skills with the ability to translate operational data into actionable business recommendations required
Strong understanding of Workforce Management systems and the ability to develop, implement, optimize, and continuously improve both manual and system-based workforce management processes required
The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

Nice To Haves

Bilingual communication skills are considered a plus, particularly when serving diverse communities

Responsibilities

Own the day-to-day Workforce Management processes supporting Customer Support
Oversee queue skilling, service level performance, scheduling, time management, staffing allocation, and other standard and Race-specific Customer Support performance targets
Monitor real-time operational performance and recommend corrective actions to address staffing, queue, workload, and service level variances
Optimize workforce allocation based on customer demand, associate availability, and skill requirements
Establish, maintain, and continuously improve Workforce Management processes, standards, and operating procedures
Oversees the development and implementation of industry-standard workforce management KPI’s and SLA’s
Own Customer Support volume and staffing forecasting across channels, queues, skills, and time intervals
Translate forecasts into staffing requirements and scheduling strategies based on demand, service level objectives, productivity, and shrinkage
Develop and maintain scheduling methodologies for shifts, breaks, lunches, meetings, training, and time off
Monitor forecast accuracy and refine forecasting methodologies based on historical trends, seasonality, business changes, and emerging demand
Analyze associate attendance trends and develop recommendations to improve workforce availability and operational coverage
Own the development and management of Customer Support performance reporting, dashboards, and operational metrics
Monitor service level, queue performance, productivity, efficiency, staffing, attendance, and other key Customer Support performance indicators
Analyze performance trends and provide actionable recommendations to Customer Support leadership and business stakeholders
Develop and implement strategies to improve workforce utilization, productivity, and operational efficiency
Identify gaps between planned and actual staffing or performance and coordinate corrective actions
Maintain performance measurement methodologies supporting standard and Race-specific Customer Support targets
Develops and delivers daily, weekly, monthly and quarterly performance readouts, providing insights into workforce performance, staffing levels, productivity, trends, variances, and opportunities for operational improvement
Own Customer Support workforce budgeting and financial planning in partnership with Customer Support and Finance
Monitor labor costs, overtime, outsourced support costs, and other workforce-related expenses
Analyze budget variances and provide recommendations for cost optimization
Manage outsourced Customer Support vendor relationships, including staffing, resource planning, financial management, and performance
Support vendor rate negotiations and evaluate the financial and operational impact of vendor agreements
Ensure outsourced staffing capacity aligns with Customer Support forecasts, service requirements, and business objectives
Own the development, implementation, and continuous improvement of Workforce Management systems and processes
Develop and maintain manual Workforce Management tools and processes where system functionality does not meet business requirements
Partner with IT and technology stakeholders to define system requirements, enhancements, automation opportunities, and reporting capabilities
Identify opportunities to improve forecasting, scheduling, reporting, queue management, and workforce optimization through technology
Ensure Workforce Management systems and processes provide accurate, timely, and actionable operational information
Manage the Customer Support relationship with the telephony provider in partnership with IT
Monitor IVR performance, call routing, queue configuration, and telephony-related service performance
Identify telephony issues and coordinate resolution with IT, the telephony provider, and Customer Support stakeholders
Evaluate call routing and queue structures to improve customer experience, service levels, and workforce utilization
Serve as a strategic Workforce Management partner to Customer Support and collaborate with IT, Finance, vendors, and other stakeholders on operational initiatives
Drive continuous improvement initiatives that enhance Customer Support performance, efficiency, workforce capacity, and customer experience
Maintains vehicle/equipment pre-op/post-op to be prepared to perform required duties
Maintains a clean driving record as defined by the current fleet insurance underwriter
Travel is required to conduct onsite visits within assigned market areas, as well as occasional international travel, to support operational needs, collaborate with partner leadership and maintain effective working relationships
Additional duties as required.

Benefits

100% Company-Paid Medical and Dental Benefits
Free Fiber Internet Service
Promotions and new challenges
Competitive base salary
100% company-paid medical and dental insurance (starting the 1st of the month following your start date)
PTO (vacation, sick)
11 paid holidays
Paid birthdays
401k matching (4%)
Free fiber internet service for all employees living in our service area