Workforce Management Manager

OneMCI•Wichita, KS

9h•Onsite

About The Position

At MCI we are committed to fostering an environment where professionals can build meaningful careers, access continuous learning and development opportunities and contribute to the success of a globally expanding, industry-leading organization. We are seeking a Workforce Management (WFM) Manager who will lead the development and execution of workforce strategy to ensure optimal staffing, accurate forecasting, and strong service level performance across the operation. This role is responsible for aligning workforce plans with business needs, improving operational efficiency, and ensuring teams are positioned to deliver consistent and reliable customer support. To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

Requirements

3+ years of Workforce Management experience in a complex contact center environment, demonstrating the ability to support high-volume operations, multi-skill queues, and dynamic staffing needs.
Strong expertise in forecasting, capacity planning, and scheduling, with proven ability to build accurate models, interpret historical trends, and adjust staffing plans in response to changing volumes or business conditions.
Leadership experience managing WFM teams, including coaching analysts, delegating responsibilities, and ensuring high performance across forecasting, scheduling, and real-time management functions.
Advanced analytical and reporting capabilities, with the ability to work with large datasets, identify performance trends, create actionable insights, and present data in a clear, operationally relevant manner.
Ability to translate workforce data into operational strategy, partnering with cross-functional teams to influence decision-making, staffing plans, budget discussions, and service-level improvement initiatives.
Hands‑on experience with real-time operations and service‑level recovery plans, including managing intraday adjustments, responding to unexpected volume spikes, and coordinating mitigation efforts with operations leadership.
Strong communication, stakeholder management, and problem-solving skills, with the ability to influence without authority and collaborate across departments.
High proficiency in WFM tools, Excel/Google Sheets, and reporting platforms, enabling accurate forecasting, schedule creation, and performance monitoring.
Deep understanding of contact center KPIs, such as SL, AHT, shrinkage, occupancy, interval alignment, and schedule adherence, and how they contribute to overall operational success.

Nice To Haves

Certifications or advanced proficiency in major workforce management platforms.
Experience supporting multi-site, multi-language, or global operations, with exposure to varied staffing models, regional labor considerations, or time‑zone–based complexities.
Background in financial modeling, budget forecasting, or scenario planning, supporting long-term operational strategies, hiring plans, and cost optimization initiatives.
Experience implementing new WFM systems, automation tools, or reporting dashboards, contributing to the modernization and scalability of workforce planning functions.
Familiarity with AI-assisted forecasting, machine learning models, or advanced analytics, helping drive innovation in WFM processes.

Responsibilities

Manages and provides ongoing support to Workforce Management Analysts, ensuring they have clear direction, accurate data, and the tools needed to execute forecasting, scheduling, and real‑time management effectively.
Ensures all workforce-related requirements, deliverables, and reporting deadlines are completed accurately and on time, maintaining alignment with operational needs and client expectations.
Oversees the full forecasting cycle, including long‑term, short‑term, and intraday projections, and uses data insights to guide resource planning, staffing models, and service level strategies.
Leads capacity planning efforts by evaluating historical trends, future volume projections, shrinkage assumptions, and staffing constraints to ensure the organization is fully prepared to meet demand.
Develops and maintains scheduling strategies that balance operational efficiency, employee experience, and service level objectives, ensuring coverage aligns seamlessly with forecasted workloads.
Aligns staffing models with operational goals by collaborating with Operations, HR, and Finance to ensure headcount plans, hiring pipelines, and scheduling decisions support both productivity and service excellence.
Drives continuous improvements in workforce planning processes by analyzing performance trends, identifying process gaps, introducing automation opportunities, and optimizing workflows for greater accuracy and efficiency.
Partners with leadership to provide insights and recommendations on staffing risks, service level threats, and operational bottlenecks, enabling proactive decision‑making across the business.
Ensures workforce tools, platforms, and reporting dashboards are used effectively and updated as needed to support accurate forecasting and real‑time visibility.
Supports business continuity and contingency planning by preparing staffing scenarios, adjusting plans in response to unexpected volume changes, and coordinating mitigation strategies with cross-functional teams.

Benefits

Paid Time Off: Earn PTO and paid holidays to take the time you need.
Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars!
Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days. Benefit options vary by location.
Retirement Savings: Secure your future with retirement savings programs, where available.
Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges.
Life Insurance: Access life insurance options to safeguard your loved ones.
Supplemental Insurance: Accident and critical illness insurance
Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities.
Paid Training: Learn new skills while earning a paycheck.
Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement.
Casual Dress Code: Be comfortable while you work.