Manager, Workforce Management

As a Manager, Workforce Management (WFM) at Favor, you will play a strategic and hands-on role in driving workforce planning for our Support organization. This position is critical to ensuring we meet customer and runner contact demand through accurate forecasting, headcount planning and effective scheduling with continuous optimization of staffing strategies. You’ll partner with leadership across departments to provide data-backed insights, shape planning processes, and support scalable operations that align with our business goals. You will report directly to the Senior Manager of Support Operations. You'll be responsible for the full workforce management cycle, including forecasting, capacity planning, scheduling, real-time monitoring, and reporting for contact center teams. You will lead the analysis of historical volume trends across all contact channels to generate short- and long-term demand forecasts that support staffing and operational planning. You'll also manage a high-performing team of Workforce Management Real-Time Coordinators, providing regular feedback, development opportunities, and performance assessments while fostering a culture of excellence and accountability.