Were Hiring: Workforce Manager
Were looking for a Workforce Manager to lead scheduling, forecasting, real-time management, and reporting processes in a dynamic call center environment. Youll oversee a team of RTAs and WFM Analysts, ensuring optimal staffing and performance through data-driven decisions.
Key Responsibilities
Lead WFM operations: forecasting, scheduling, adherence, and reporting
Supervise and develop RTAs and WFM Analysts
Manage payroll and invoicing processes in coordination with HR and Finance
Build and maintain dashboards and performance reports
Ensure alignment of workforce planning with business goals
Identify opportunities for process improvement
Requirements
35 years of WFM experience in call centers or BPOs
Strong knowledge of WFM tools; AWS experience is a plus
English level B2+ to C1
Proven experience leading teams and managing real-time operations
Skills in forecasting, scheduling, analytics, and reporting
Adaptability to fast-paced, high-growth environments
Bachelors degree preferred
Success Metrics
SLA and adherence performance
Forecasting accuracy
Timely, accurate payroll and invoicing
Quality of reports and dashboards
Team engagement and effective staffing use
What We Offer
Permanent contract
100% remote
Competitive salary
Growth & training opportunities