Manager, Workforce Management Operations

Role Overview:

• Lead, coach, and manage a Workforce Management team with a focus on forecasting, scheduling, and real-time operations.
• Develop short-, medium-, and long-term forecasting models for phone, chat, and text crisis services.
• Oversee scheduling and capacity planning to maintain service levels across 24/7 operations.

Strategic Impact:

• Partner with crisis services leadership to turn operational data into actionable staffing decisions.
• Lead scenario planning and what-if analyses to respond to changes in contact volume.
• Drive continuous improvements in workforce processes to enhance efficiency and reliability.

Requirements:

• 3+ years in Workforce Management with experience in contact center or crisis services.
• 2+ years managing direct reports with a focus on accountability and performance.
• Proficiency in data analysis tools like Excel, Google Sheets, and BI platforms; bilingual in English and Spanish.

Benefits:

• Starting salary range of $75,000–$90,000 and fully remote work across the U.S.
• Comprehensive health coverage, mental health resources, and a 403(b) retirement plan with employer match.
• Generous PTO, company holidays, and equipment reimbursement for remote setup.