About the Role

The Workforce Management (WFM) Manager is responsible for the strategic leadership and operational oversight of the WFM program, ensuring optimal staffing, scheduling, and performance across a fast-paced, omni-channel contact center serving healthcare providers and billing organizations.

In this role, you will own the WFM program end-to-end, driving continuous improvement, operational efficiency, and data-driven decision-making. You will partner closely with Operations, Quality, and Leadership teams to align workforce strategies with business objectives, manage real-time performance, optimize staffing, and provide actionable insights through reporting and analytics. Success in this role requires strategic thinking, strong analytical skills, and the ability to influence and collaborate across the organization to ensure service levels, operational efficiency, and a high-quality customer experience.

Your Area of Focus

• WFM Strategy & Program Ownership: Own and continuously optimize the workforce management program to ensure alignment with operational goals, service-level commitments, and customer experience outcomes across an omni-channel environment (voice, email, and ticket-based workflows).
• Forecasting & Capacity Planning: Lead short- and long-term forecasting and capacity planning across channels. Partner with Operations, Product, and business stakeholders to incorporate seasonality, growth trends, product releases, and business initiatives into staffing strategies.
• Scheduling Strategy & Optimization: Drive scheduling strategies that balance service performance, workforce experience, and operational efficiency. Ensure schedules align with shrinkage assumptions, occupancy targets, and coverage requirements. Develop contingency staffing strategies to mitigate volume spikes, outages, and staffing disruptions.
• Real-Time Performance Management: Oversee intraday performance strategy, including monitoring, adherence, and escalation frameworks. Partner with Operations leaders to drive rapid, data-informed decisions that protect service levels, customer experience, and operational KPIs.
• WFM Analytics, Reporting & Business Insights: Lead the development, standardization, and automation of WFM reporting across real-time and historical performance. Translate data into actionable insights that drive measurable improvements in service delivery, productivity, and workforce utilization.
• Technology & Tool Optimization: Partner in the optimization, implementation, and ongoing evolution of workforce management and reporting tools.  Drive adoption of automation, alerting, and dashboard visibility to support proactive operational decision-making.
• Continuous Improvement & Project Leadership: Lead cross-functional initiatives that enhance WFM processes, staffing models, reporting maturity, and workforce strategy. Identify and implement scalable process improvements that increase efficiency, predictability, and operational resilience.
• Strategic Operational Partnership: Serve as a strategic advisor to Operations, Quality, Training, and Business teams, providing workforce insights that support service delivery strategy, onboarding and ramp planning, policy decisions, and operational readiness.
• Team Leadership & Development: Lead, coach, and develop WFM team members across forecasting, scheduling, and real-time functions. Establish performance standards, drive accountability, and support long-term capability development within the WFM function.

Your Professional Qualifications

• 5+ years of Workforce Management experience in a contact center or customer support environment.
• Proven experience managing forecasting, scheduling, intraday performance, and WFM reporting.
• Strong analytical skills with experience using WFM platforms, dashboards, and reporting tools (e.g., NICE InContact, Verint, Genesys, Calabrio).
• Advanced Excel or data analysis tool proficiency.
• Strategic thinker capable of translating insights into operational improvements.
• Experience leading cross-functional initiatives and driving continuous process improvements.
• Strong business acumen with an understanding of how workforce strategy impacts customer experience and financial performance.
• Excellent communication and interpersonal skills, with the ability to influence leaders and collaborate effectively across the organization.
• Comfortable operating in fast-paced, high-growth, or evolving environments.
• Experience implementing or optimizing WFM tools and processes.
• Industry certifications or formal WFM training are a plus.
• Costa Rica: Ability to work from home required, must meet and maintain compliance with Occupational Health and Safety requirements and adhere to Work from Home Agreement. If unable to meet and maintain requirements, on-site office work will be required. U.S: Must adhere to Company Remote Work Policy.

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