Manager, Workforce Management - Remote

Overview

The Manager, Workforce Management at Favor plays a strategic and hands-on role in driving workforce planning to ensure customer demand is met through effective forecasting, scheduling, and staffing strategies.

In Short

• Own the full workforce management cycle for contact center teams.
• Lead analysis of historical volume trends for demand forecasts.
• Translate forecasts into actionable staffing models.
• Manage the shift bid process and evaluate staffing models.
• Oversee PTO process and manage reporting for operational efficiency.
• Directly manage a team of Workforce Management Coordinators.
• Collaborate with cross-functional teams to maximize productivity.
• Provide detailed reports and insights for decision-making.
• Identify and drive improvements in workforce planning processes.
• Support other workforce management initiatives as needed.

Requirements

• A relevant degree or equivalent experience.
• 7+ years in workforce planning within a contact center.
• 5+ years in a leadership role in workforce management.
• Strong command of workforce management platforms.
• High proficiency in analyzing operational data.
• Ability to coach and develop a team.
• Proven success in cross-functional collaboration.
• Excellent organizational skills in a fast-paced environment.
• Exceptional communication skills.

Benefits

• Competitive salary and benefits package.
• Opportunity to lead and develop a high-performing team.
• Engaging work environment with a focus on professional growth.
• Flexible work arrangements.
• Access to workforce management tools and technologies.