Manager, Workforce Management Operations

Summary:

• This role is responsible for the operational leadership and management of the Workforce Management team for 24/7 US and Mexico-based crisis services.
• You will ensure effective day-to-day WFM functions, drive tactical improvements, and lead advanced staff planning and forecasting.

Key Responsibilities:

• Lead, develop, and manage a team of WFM staff, ensuring accountability and strategic alignment.
• Develop and maintain forecasting models to predict contact volume across multiple channels.
• Oversee scheduling and capacity planning, and collaborate with leadership to improve staffing strategies.

Qualifications:

• 3+ years of WFM experience including forecasting, scheduling, and real-time intraday management.
• 2+ years of experience leading direct reports, and proficiency with WFM software and data analysis.
• Bilingual proficiency in English and Spanish is required.

Benefits:

• Comprehensive health coverage including gender affirmation care, mental health resources, and 403(b) retirement match.
• Generous paid time off, employee assistance program, and remote work flexibility with equipment and internet reimbursement.