Remote Workforce Optimization Manager

Overview

The Workforce Optimization Manager leads payroll, attendance, and workforce management operations for the Customer Connection Center, ensuring accurate and compliant processes while driving continuous improvement.

In Short

• Lead payroll and timekeeping administration for the Customer Care workforce.
• Establish and maintain process controls and audits.
• Serve as the primary liaison with Payroll for dispute resolution.
• Oversee attendance tracking and trend analysis.
• Advise on attendance policies and investigations.
• Lead forecasting, staffing, and scheduling based on contact center trends.
• Optimize staffing models and schedule structures.
• Partner with Resource Planning and Operations on budgeting.
• Own WFM systems and reporting for continuous optimization.
• Develop reporting and analytics to drive process improvements.

Requirements

• 2+ years of related experience.
• Strong attention to detail.
• Ability to work independently and meet deadlines.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Experience leading a team.
• Proficiency in Excel and PowerPoint.

Benefits

• People-first company culture.
• Diversity, inclusion, and equity initiatives.
• Opportunities for career growth.
• Impact the lives of others.
• Great Place to Work-Certified™.