Workforce Management & Insights Manager

Posted yesterday

brobston groupGrand Prairie (TX)

General and Operations ManagersHuman Resources Consulting Services

SENIORITY

Lead

About the role

Summary: The Workforce Management & Insights Manager leads workforce management for a Client Relations Center in Grand Prairie, Texas. This role oversees forecasting, scheduling, capacity planning, reporting, and analysis while managing a team of WFM Specialists. The manager uses data and cross-functional collaboration to improve staffing, service levels, efficiency, and customer satisfaction.

Responsibilities: Own workforce management processes and tools, including forecasting, scheduling, reporting, and analysis. Develop capacity plans using Erlang to support optimal staffing and service delivery. Lead, mentor, and develop a team of Workforce Management Specialists. Create metrics, reports, and dashboards to measure WFM performance and identify improvement opportunities. Partner with cross-functional teams on workforce management practices, scheduling, and special projects. Ensure workforce management processes meet compliance and security standards.

Requirements: At least 6 years of workforce management experience, including a minimum of 3 years leading WFM teams. Experience in an omnichannel contact center, across inbound and outbound customer interactions. Strong knowledge of workforce management principles, critical thinking, organization, and communication skills. Proficiency with workforce management software such as Calabrio, NICE IEX, Verint, or Aspect. Ability to lead and collaborate with cross-functional teams. Lean Six Sigma Black Belt, PMP, COPC, or Customer Experience certifications are preferred.

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