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Senior Manager - Workforce Management 


The ideal fit for this role has experience in a high volume, multi-site, and/or remote associate contact center setting. We're looking for a seasoned candidate that highly analytical, an effective multi-tasker, and is detail oriented. This person will be responsible for Forecasting, Scheduling and Real-Time Management Subject Matter. The role also requires an effective communicator who can work with business partners across all levels of the organization to meet business unit goals, client goals, and organizational objectives.

Duties & Responsibilities:

  • Serve as a “hands on” expert in developing, implementing and managing all long term, short term and real time work force management activities
  • Provide thought leadership to capacity planning methods
  • Analyze and report historical data and trends
  • Partner with Client Services to develop weekly and long-range capacity plans per staffing group.
  • Support Director, Capacity Planning in contact volume forecasting and planning strategy and execution (call, chat, email)
  • Meet with internal and external stakeholders to gather all relevant assumptions for planning
  • Develop and improve processes and procedures by providing insight to leadership
  • Produce meaningful reporting on a daily, weekly, and monthly basis. Generate general executive reports on demand to assist in creating KPI Dashboards for the management team to review
  • Partner with Operations team to ensure staffing plan is achieved
  • Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation.
  • Manage schedule interface staffing rules and settings to maximize use of the application and assure a positive end user experience.
  • Monitor call volume of inbound and outbound call traffic and recommend resource allocation based on customer demand
Position Requirements


  • Outstanding analytical, communication, conceptual thinking, project management, and problem-solving capabilities.
  • Demonstrate clear and balanced communication to diverse audiences; stakeholders, customers, developers, and leaders including delivery of cogent, insightful presentations to all levels of business leadership.
  • Strong ability to collaborate with business partners at all levels
  • Keen attention to detail
  • Exceptional leadership, organizational and interpersonal skills.
  • Strong business ethics & personal integrity
  • Flexibility and agility to shirt priorities and contribute to organizational goals


Education and Experience:

  • Bachelor's degree in Business or related field
  • 5+ years of experience in Call Center Management.
  • 3-5 years Customer Service experience.
  • Experience forecasting with WFM applications and scheduling software. Expertise working with call routing strategies
  • Proven ability to develop, implement and manage a workforce planning and scheduling approach in an omni-channel environment
  • Demonstrated knowledge of Call Management and Verint Work Management and Quality Management Systems or comparable technology


Full-Time/Part-Time Full-Time  
Remote Work Eligible Yes  
Req Number OPE-21-00006  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  

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