Workforce Management Manager

The Role

You’ll own workforce management for an inside sales center of roughly 200 agents across two sites and a predominantly remote team. The operation is straightforward, but it runs seven days a week and needs someone keeping a close eye on the data, the staffing, and the leads. Our Verint platform is live — we need someone to tune it and own it, not learn it from scratch.

You’ll lead two WFM analysts, own forecasting and scheduling, and make sure we’re staffing to work our daily leads smartly. It’s hands-on work with a clear path to grow as the function and team grow.

What You’ll Own

• Forecasting contact volume across inbound, outbound, and text by interval, day, and week
• Building and publishing schedules that match the forecast, including remote and flexible shifts
• Managing schedules, adherence, and coverage for a predominantly remote workforce across multiple states
• Staffing outbound strategically against the daily lead flow (~1,000 leads/day) — pacing calls to work leads smart, not just dialing to hit activity numbers
• Keeping eyes on service level, abandon, and adherence, and making the staffing call when volume shifts
• Tracking agent activity and productive time, and owning that monitoring so coaches can coach
• Managing PTO, shift changes, and coverage against staffing needs
• Producing weekly adherence and exception reporting, and handing clean data to payroll
• Tuning Verint so we use what we’re paying for
• Building a sensible coverage model for 98 weekly operating hours: live eyes where it matters, alerts and simple floor playbooks on the rest
• Baking shrinkage (coaching, training, meetings, QA) into the staffing math
• Capacity planning for hiring classes, ramp, and seasonal pushes
• Leading, developing, and setting clear numbers for the two WFM analysts

What You Need

• Hands-on Verint experience at a tuning level, not just as a user. You refine it, you don’t need to be taught it.
• Proven WFM experience managing a predominantly remote team. You know how adherence, coverage, and real-time management work differently when the floor is distributed.
• Contact-center forecasting and scheduling experience
• Comfort keeping an eye on intraday staffing and making adjustments as the day shifts
• Ability to explain complex WFM concepts in plain language to non-WFM leaders
• Experience leading or directing a small team, formally or informally