Sennior Manager, Workforce Analytics

Sales Austin, Texas

Description

 

 

 

 

• Manage and develop the WFM team (Analysts and Sr. Analysts) responsible for planning, scheduling, and real-time execution.
• Build strong partnerships with vertical leaders to understand strategic goals and demand drivers.
• Communicate complex WFM concepts (capacity models, staffing risks, trade-offs) clearly and concisely to stakeholders at all levels, including senior leadership.
• Lead daily huddles/performance reviews with operations/partner teams to align on demand, staffing, and action plans.
• Own long-range and medium-range forecasting for multiple departments, incorporating historical data, seasonality, marketing, and external factors.
• Develop and maintain capacity plans and staffing models that quantify FTE needs across all channels and work types.
• Partner with Finance, HR, and Operations to align hiring plans, overtime strategy, cross-training, and geographic/partner mix.
• Ensure schedules align with forecasted volumes and handle times, covering all hours, geographies, and partner sites.
• Own or co-own key WFM tools and platforms (forecasting, scheduling, adherence, reporting) from an operational perspective.
• Partner with Technology and Telephony teams on configuration, routing strategies, and upgrades.
• Establish and maintain Standard Operating Procedures (SOPs), guidelines, and governance for forecasting, capacity planning, scheduling, and intraday management across all internal and external sites.
• Ensure data quality and integrity for all WFM-related inputs (volumes, handle times, schedules, adherence, production data).
• Other duties as assigned
• Occasional travel may be required as needed

 

• 5-7+ years of experience leading or mentoring a WFM team (in a formal management or strong lead capacity), including coaching, developing talent, and driving team performance.
• Proven experience shaping leadership decisions by framing data through clear storytelling, explaining tradeoffs, and communicating the pros and cons of different options in an accessible way.
• Experience in leveraging AI solutions for data analytical and forecasting work.
• Hands-on expertise with WFM platforms (Assembled, Calabrio, Genesys, or similar) for forecasting, scheduling, and real-time management.
• Experience supporting multi-channel (voice, chat, email, messaging) and/or multi-site/vendor contact center environments.
• Deep understanding of core contact center and WFM metrics (SL, ASA, AHT, occupancy, shrinkage, adherence, utilization, abandon rate, backlog).
• Excellent communication and influencing skills, with the ability to lead complex conversations, align cross-functional stakeholders, and build consensus at all levels.
• Proficiency with spreadsheets and data tools (Excel/Sheets, basic BI).
• Strategic, systematic thinking with attention to detail.
• Ability to balance CX, efficiency, and cost.
• Bias for action; comfortable with ambiguity and change.
• Strong collaboration and relationship-building.
• Ownership mindset and commitment to continuous improvement.
• Remote employees should confirm that the internet service available has adequate bandwidth to support all work processes.

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