Workforce Manager

About the role

The Workforce Management (WFM) Manager leads the WFM function across multiple accounts, ensuring accurate forecasting, capacity planning, scheduling, real-time monitoring and reporting. This role partners with Operations, Finance, HR, Recruitment and client leadership to develop strategies that improve operational performance and customer experience.

Key responsibilities

• Define and execute short-term and long-term workforce plans aligned with business forecasts and budget targets.
• Oversee forecasting methodologies, capacity planning and scheduling to meet service-level and productivity goals.
• Monitor key metrics such as service level, forecast accuracy, occupancy, schedule adherence, shrinkage, productivity and AHT, and implement corrective actions.
• Lead, mentor and develop Workforce Supervisors and Analysts, setting performance goals and succession plans.
• Serve as primary WFM contact for operations and client stakeholders, presenting insights, risks and recommendations.
• Produce executive-level dashboards and reports, leveraging predictive analytics to support strategic decisions.

Required profile

• Bachelor’s degree in Business Administration, Industrial Engineering, Statistics, Mathematics, Finance, Operations Management or a related field (Master’s degree a plus).
• Minimum of 5 years of experience in workforce management, capacity planning or related analytical roles.
• Proven ability to lead cross-functional teams and drive continuous improvement initiatives.
• Strong analytical mindset with experience presenting data-driven recommendations to senior leadership.

Required skills