Workforce Management Manager
virtual vocationsDenver (CO)
About the role
Leading workforce planning and performance management, the full-time remote Manager of Workforce Management will oversee staffing, forecasting, and scheduling for a high-volume pet insurance contact center while collaborating with various operational teams to enhance productivity and customer experience.
Key responsibilities:
Lead and develop a team focused on forecasting, scheduling, and real-time performance management
Analyze historical data to create short-term and long-term staffing forecasts that meet service level and operational goals
Monitor contact center performance and implement intraday actions to balance customer demand and staffing availability
Required qualifications:
7+ years of experience in workforce management or contact center operations
3+ years of people leadership experience in workforce management roles
Strong knowledge of workforce management practices, including forecasting and scheduling
Experience in a high-volume, multi-skilled contact center environment
Proficiency with workforce management platforms and Microsoft Office tools
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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