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Title
Text copied to clipboard!Workforce Manager
Description
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We are looking for a Workforce Manager to lead and optimize our staffing operations across departments. The ideal candidate will be responsible for forecasting staffing needs, managing schedules, and ensuring that the right number of employees are available at the right time to meet business demands. This role requires a strategic thinker with strong analytical skills and a deep understanding of workforce management tools and best practices.
As a Workforce Manager, you will collaborate with department heads, HR, and operations teams to align workforce planning with organizational goals. You will analyze historical data, monitor real-time performance, and adjust staffing plans accordingly. Your ability to anticipate workforce trends and implement proactive solutions will be critical to maintaining productivity and service levels.
You will also be responsible for managing workforce management systems, generating reports, and providing insights to senior leadership. A successful candidate will have experience in call center or operations environments, excellent communication skills, and a passion for process improvement.
This position plays a key role in ensuring operational efficiency, employee satisfaction, and customer service excellence. If you are a data-driven leader with a knack for problem-solving and a commitment to continuous improvement, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Forecast staffing needs based on historical data and business trends
- Develop and manage employee schedules to meet service level goals
- Monitor real-time staffing and make adjustments as needed
- Collaborate with HR and department leaders on workforce planning
- Analyze workforce data and generate performance reports
- Implement workforce management tools and best practices
- Ensure compliance with labor laws and company policies
- Identify opportunities for process improvement and efficiency
- Train and support team members on workforce systems
- Communicate staffing plans and updates to stakeholders
Requirements
Text copied to clipboard!- Bachelor’s degree in Business, Human Resources, or related field
- 3+ years of experience in workforce management or operations
- Proficiency in workforce management software (e.g., Kronos, NICE, Verint)
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal abilities
- Ability to work in a fast-paced, dynamic environment
- Experience in call center or service operations preferred
- Knowledge of labor laws and scheduling regulations
- Detail-oriented with strong organizational skills
- Proven ability to lead cross-functional initiatives
Potential interview questions
Text copied to clipboard!- What workforce management tools have you used?
- How do you forecast staffing needs?
- Describe a time you improved scheduling efficiency.
- How do you handle unexpected staffing shortages?
- What metrics do you track to evaluate workforce performance?
- How do you ensure compliance with labor laws?
- Have you worked in a call center or similar environment?
- How do you communicate staffing changes to teams?
- What is your approach to process improvement?
- How do you balance employee satisfaction with business needs?
