Workforce Manager

About the Role

The Workforce Manager is responsible for ensuring the Sales Development Representative (SDR) team operates at optimal efficiency through effective workforce planning, scheduling, adherence management, and performance monitoring. This role plays a critical part in maintaining operational excellence by aligning staffing levels with business demand, driving accountability, ensuring data integrity, and providing actionable insights that improve productivity, service levels, and overall team performance.

Key Responsibilities

1. Scheduling, Capacity Planning & Shift Management

• Build and maintain the master SDR schedule — covering warm and cold outreach team coverage windows, call-peak hours, break rotations, and non-call time (training, admin, coaching) — ensuring the right number of agents are available at the right times.

• Forecast workload volumes for each lead channel (Email, SMS, Online Adverts, Whitepaper, Partner-generated) using historical data, campaign calendars, and seasonal patterns to inform staffing decisions.

• Manage real-time schedule adherence: monitor whether SDRs are on the phones, on break, in wrap-up, or off-task, and intervene promptly when deviations occur.

• Coordinate leave requests, swaps, and absence cover to maintain minimum staffing thresholds without disrupting lead-contact SLAs.

• Maintain accurate staffing records and an up-to-date roster across the remote SDR team.

• Provide weekly and monthly capacity reports to SDR management and Revenue Operations, flagging risks to coverage before they become problems.

2. Real-Time Operational Adherence Monitoring

• Act as the real-time eyes and ears of the SDR floor — monitoring live dashboards, dialer reports, and CRM activity to ensure SDRs are executing to plan throughout the day.

• Track adherence KPIs in real time: time-on-phone, idle time, call-disposition completion rate, wrap-up time, and break compliance.

• Identify and flag SDRs who are consistently off-task, underperforming on contact attempts, or taking excessive wrap-up and non-productive time.

• Escalate serious or repeat adherence breaches to the relevant SDR Team Lead or Manager with evidence and recommended action.

• Manage intraday adjustments — reallocating agents between channels or campaigns in response to live performance data, volume spikes, or unexpected absences.

• Maintain a daily adherence log for each SDR that feeds into weekly performance summaries.

3. SDR Productivity & Performance Tracking

• Track and report on individual and team-level productivity metrics including dials per hour, contact rate, call duration, qualification rate, and voice-qualified lead output.

• Monitor the voice-qualification rate across the SDR team, flagging when the overall rate drops below the 90% target threshold and identifying which SDRs or channels are driving the deviation.

• Identify underperformance patterns early — distinguishing between skill gaps, motivational issues, scheduling problems, and process or tooling failures.

• Produce daily and weekly productivity scorecards by SDR and by channel, giving SDR managers a clear, data-driven view of team health.

• Collaborate with SDR managers to design performance improvement plans where chronic underperformance is identified.

• Maintain historical performance data to support trend analysis, campaign calibration, and headcount decisions.

4. Attendance, Punctuality & Absence Management

• Track attendance and punctuality for all remote SDRs — monitoring login times, session starts, and unplanned absences in real time.

• Enforce the attendance and punctuality policy consistently, issuing timely notifications to SDRs and their managers when thresholds are breached.

• Maintain accurate absence records and distinguish between planned leave, unplanned absences, and no-shows to enable fair performance assessment.

• Identify patterns of persistent lateness or absenteeism and escalate to HR and SDR management with supporting data.

• Coordinate return-to-work check-ins following extended absences, ensuring the SDR is ready and the schedule is adjusted accordingly.

5. Tooling, Systems & Data Integrity

• Own the WFM toolset — dialer, CRM, scheduling software, and reporting dashboards — ensuring they are configured correctly and producing reliable data.

• Audit call-disposition codes and wrap-up classifications regularly to ensure SDRs are logging outcomes accurately; flag and correct misuse that distorts qualification or performance data.

• Work with the Process Design and Control Lead to ensure WFM data flows align with documented processes and that any discrepancies are investigated.

• Maintain clean, consistent data standards for all SDR activity records so that downstream analysis — including refund root-cause reviews and campaign recalibration — is based on reliable inputs.

• Identify tooling gaps or configuration issues that are creating unnecessary friction for SDRs or producing inaccurate reporting and escalate with a recommended fix.

6. Reporting, Insights & Continuous Improvement

• Produce a daily operations briefing for SDR management covering adherence rates, productivity highlights, attendance issues, and intraday interventions made.

• Deliver weekly and monthly WFM performance reports for Revenue Operations and senior leadership, covering capacity utilization, adherence trends, and improvement actions.

• Use data to surface actionable insights — for example, identifying time-of-day patterns in contact rates, channel-specific productivity differences, or the impact of break structures on output.

• Collaborate with the Process Design and Control Lead to translate operational data into process improvement inputs — particularly around SDR qualification workflows and non-voice handling.

• Continuously refine forecasting models and scheduling approaches based on actual vs. predicted performance, reducing variance over time.

• Champion a culture of accountability and self-management within the SDR team by making adherence data visible, fair, and consistently applied.

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field.

• 3–5+ years of experience in Workforce Management, Operations, Contact Center Management, Revenue Operations, or a similar role.

• Strong understanding of workforce planning, forecasting, scheduling, real-time management, and performance analytics.

• Experience working with CRM platforms, dialers, workforce management systems, and reporting tools.

• Advanced proficiency in Microsoft Excel/Google Sheets and data analysis.

• Strong analytical, problem-solving, and decision-making skills with the ability to translate data into actionable insights.

• Excellent communication and stakeholder management skills.

• Ability to manage multiple priorities in a fast-paced, metrics-driven environment.

• Experience supporting remote or distributed teams is highly preferred.

• Familiarity with SDR, sales, lead generation, or contact center operations is a strong advantage.