Workforce Manager

ASM Research • San Antonio, TX

1d

About The Position

The Workforce Manager manages contact center workforce planning and performance
reporting to ensure the operation meets service level, productivity, and cost
objectives. This role oversees forecasting, scheduling, and capacity planning
for multi-channel queues supporting mission-critical services in a highly
regulated federal environment. The Workforce Manager develops and maintains
reporting and dashboards that give leadership clear visibility into volumes,
staffing, and performance trends, partnering with operations leaders to
recommend staffing strategies, schedule optimization, and process changes based
on data-driven insights while supporting audit and compliance needs.

Requirements

• High school diploma or GED; Bachelor's degree preferred in Business Administration, Analytics, Operations Management, or a related field.
• 3–6 years of experience in contact center workforce management, reporting, or analytics roles with demonstrated success in forecasting and scheduling.
• Experience managing organizational structure, roles, and responsibilities or staffing for service delivery teams according to agreed-upon service level agreements.
• Proven ability to manage entire service delivery units or sub-segments to ensure key performance indicator targets are achieved.
• Strong analytical skills with experience providing periodic status reports and communications to stakeholders on incidents, issues, and key performance indicators.
• Ability to obtain and maintain Public Trust background investigation and U.S. citizenship as required.

Nice To Haves

• Experience with enterprise workforce management platforms such as NICE, Verint, or Genesys WFM, and business intelligence tools.
• Background in statistical analysis, operations research, or advanced Excel/SQL for forecasting and reporting.
• Familiarity with government or highly regulated contact center environments requiring strict compliance and audit documentation.

Responsibilities

• Build short-term and long-term contact center volume and staffing forecasts using historical data, seasonal patterns, and business inputs to ensure adequate coverage.
• Create and manage agent schedules, rotations, and exception planning to align staffing with intraday and seasonal demand across multiple channels.
• Monitor real-time performance indicators including service levels, queue lengths, and handle times, coordinating with operations to adjust staffing or priorities as needed.
• Design and maintain reporting suites and dashboards that track key performance indicators such as occupancy, shrinkage, adherence, and productivity.
• Collaborate with finance and operations to assess the impact of staffing scenarios on budget and customer experience, providing recommendations for optimization.
• Provide analytical insights and recommendations to improve workforce efficiency, schedule adherence, and utilization across channels.
• Ensure data integrity and consistent use of workforce management tools and reporting standards across the operation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED