Workforce Planning Manager

Job Description: • Plan, organize, and manage staffing resources to ensure adequate Contact Center coverage that meets call and chat volume demands • Oversee workforce forecasting, scheduling, and resource allocation to support program goals and operational requirements • Monitor daily staffing needs and adjust schedules to maintain service levels and ensure redundancy during peak or surge periods • Manage and approve time-off requests while balancing operational coverage and employee needs • Oversee staff scheduling, coverage, and surge planning within the centralized RMS application • Ensure accurate documentation, visibility, and deconfliction of resources to support optimal staffing alignment • Identify patterns and trends in call/chat volume, staffing performance, and resource utilization • Develop and recommend proactive staffing strategies and operational improvements • Supervise, mentor, and support Workforce Management staff responsible for scheduling, forecasting, and real-time resource management • Foster a collaborative, high-performing team environment aligned with program goals Requirements: • Bachelors degree in business, operations management or related field • 5+ years demonstrated experience in a supervisory or leadership role overseeing workforce management • Demonstrated experience with forecasting, scheduling, and real-time management of call/chat volume in a multi-channel Contact Center environment • Proficiency with Workforce Management (WFM) tools and/or centralized resource management systems (e.g., RMS or similar) • Strong analytical skills, including the ability to interpret call/chat volume data, staffing reports, and performance metrics • Advanced Excel skills and familiarity with reporting/BI tools preferred • In-depth understanding of Contact Center operations, including SLAs, occupancy, shrinkage, adherence, and service level management • Strong problem-solving skills with the ability to identify trends, diagnose issues, and recommend practical solutions • Excellent organizational and time-management skills with the ability to manage multiple priorities under time constraints • Clear and effective communication skills, both written and verbal, for interacting with leadership, peers, and front-line staff • Requires a separate, quiet, private, confidential space to work from as well as having access to your own reliable high-speed internet hard wired to your home or apartment (coax or fiber from the Internet Service Provider (ISP) to your home) Benefits: • Health and Wellness programs • Income Protection • Paid Leave • Retirement Apply Now Apply Now