Workforce Manager– Contact Center

Riseup Labs · United States · posted today ago

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About this role

Job Context:

Riseup Labs looking for an experienced Workforce Manager-Contact Center. The Workforce Manager (WFM) is responsible for ensuring the contact center is optimally staffed to meet service level, quality, and productivity goals. This role oversees forecasting, capacity planning, schedule creation, real-time management, and performance reporting. The WFM Manager works closely with Operations, HR, Training, and Quality teams to balance customer experience with operational efficiency and agent engagement

Job Responsibilities:

Forecasting & Capacity Planning:
• Develop short-, medium-, and long-term call/contact volume forecasts using historical data, trends, and business insights.
• Conduct workload analysis across channels (voice, email, chat, social, back-office tasks).
• Calculate staffing requirements considering shrinkage, occupancy, service standards, and productivity targets.
• Present staffing plans and risks to leadership with clear strategies and recommendations.
Scheduling & Resource Allocation :
• Create and maintain agent schedules that meet forecasted demand while supporting employee preferences when possible.
• Optimize shift patterns, breaks, time-off planning, and shift bids.
• Coordinate with HR and Training on hiring timelines, onboarding classes, and training events.
• Ensure scheduling policies are clear, fair, and adhered to.
Real-Time Management (RTM):
• Monitor real-time queues, adherence, absenteeism, and intraday performance.
• Take proactive actions to maintain service levels (e.g., reassigning tasks, adjusting breaks, voluntary OT, VTO).
• Communicate intraday updates and risks to Operations.
• Document and analyze intraday variance.
Reporting & Analytics
• Generate and analyze performance dashboards (service level, AHT, shrinkage, forecast accuracy, occupancy, etc.).
• Provide actionable insights that help improve efficiency, quality, and customer experience.
• Conduct root-cause analyses and recommend operational improvements.
Leadership & Collaboration
• Lead and develop WFM analysts, schedulers, and real-time coordinators.
• Act as a key advisor to Operations on staffing decisions and workforce strategies.
• Partner with Technology teams to optimize WFM tools and automation.
• Build strong relationships with frontline leaders to ensure WFM processes are understood and followed.

Educational Requirements:

Bachelor’s degree in Business, Operations Management, Mathematics, or related field (or equivalent experience).

Additional Requirements:

3–5+ years of experience in workforce management in a contact center environment.
Proficiency with WFM platforms (e.g., NICE, Verint, Genesys, Calabrio) and Excel/Sheets.
Strong analytical, mathematical, and problem-solving skills.
Experience interpreting operational KPIs and making data-driven decisions.
Excellent communication—able to present complex concepts clearly

Preferred Qualifications :

Experience managing multi-channel contact centers (voice, chat, messaging, email).
Knowledge of Erlang C, forecasting methodologies, and capacity modeling.
Background in leading WFM teams in fast-paced or high-growth environments.
Familiarity with reporting tools (Power BI, Tableau, SQL).
Project management certification or experience with continuous improvement methods (Lean/Six Sigma).
Competencies
Analytical Thinking: Ability to interpret large datasets and identify trends.
Strategic Planning: Balances long-term resource needs with short-term operational demands.
Detail Orientation: Ensures accuracy in forecasts, schedules, and reporting.
Collaboration: Works cross-functionally with multiple departments.
Adaptability: Adjusts quickly to changing business needs or unexpected events.
Leadership: Develops a high-performing WFM team and fosters a culture of accountability.