Manager, Workforce Management

Full-time Operations Specialties Managers

Overall Purpose of the Job

The Workforce Management (WFM) Manager is responsible for leading end-to-end workforce planning, forecasting, scheduling, and real-time performance management to ensure optimal staffing and service delivery outcomes.

This role drives operational efficiency through data-driven insights, ensuring alignment between workforce supply and business demand while maintaining service level agreements (SLAs), productivity, and cost targets. And acts as a strategic partner to Service Delivery and leadership teams, providing actionable insights on headcount planning, capacity modeling, and operational performance

Key Responsibilities

Develop short-term and long-term volume forecasts using historical trends, business inputs, and predictive models

Translate forecasts into hiring plans, staffing models, and capacity plans

Partner with TA and HR on headcount ramp-up plans (especially for new si...