Own short
and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
Conduct capacity planning to identify staffing gaps and recommend hiring, redeployment, or efficiency strategies
Produce monthly executive readouts covering workforce planning performance (forecast accuracy, staffing vs. demand, shrinkage), service-level outcomes and operational KPIs, org-level results and trends, with clear insights and recommendations
Develop and maintain reporting that connects WFM inputs to business outcomes (SLA attainment, productivity, cost, customer experience)
Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
Translate complex datasets into concise, actionable insights for technical and non-technical audiences related to overall organizational performance including BOT insights.
Partner cross-functionally with Operations, Training, and Leadership to align workforce plans with business priorities
Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices

3+ years of workforce management experience in a contact center, service desk, or customer support environment
Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
Strong background in data analysis, insights generation, and leadership-facing reporting
Demonstrated experience with WFM tools (e.g., NICE IEX, Verint, Genesys, Calabrio, Talkdesk, Aspect, or similar)
Advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, complex formulas, data visualization)
Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
Ability to connect workforce data to broader organizational performance and business outcomes
Clear, concise communicator with strong storytelling skills using data
Comfortable operating in ambiguity and fast-changing environments.
Bachelor’s degree in Business, Analytics, Statistics, Operations Management, or related field or equivalent combination of education and experience

Workforce Manager

Key skills