Workforce Senior Manager

Job description:

Role Summary

The Senior Workforce Manager will lead Workforce Management operations within a multi-account, multi-geography Shared Services environment. This role is responsible for driving WFM execution, governance, standardization, stakeholder alignment, and operational discipline across forecasting, capacity planning, scheduling, real-time management, reporting, and continuous improvement.

This is not a purely technical WFM role. The ideal candidate must be able to lead teams, manage competing priorities, challenge assumptions with data, stabilize processes, and drive execution across multiple stakeholders and business units.

The role requires strong WFM expertise, but also project ownership, leadership presence, communication discipline, and the ability to operate in a fast-paced transformation environment.

• Lead WFM teams across multiple accounts, roles, and geographies.
• Establish clear ownership, cadences, escalation paths, and operating standards.
• Manage planners, schedulers, real-time teams, and WFM support functions.
• Ensure WFM deliverables are completed on time, accurately, and with clear business impact.
• Drive accountability without creating unnecessary noise or operational friction.
• Support the transition toward a scalable WFM Shared Services model.

• Oversee forecasting, workload analysis, capacity planning, staffing models, and long-term planning.
• Review staffing assumptions, shrinkage, absenteeism, attrition, occupancy, and productivity inputs.
• Validate staffing requirements against operational and financial expectations.
• Identify overstaffing, understaffing, coverage risk, and capacity gaps.
• Partner with Operations to align staffing recommendations with business needs.
• Provide clear recommendations on hiring, training, scheduling, and capacity actions.

• Govern scheduling processes, schedule adherence, schedule maintenance, and schedule change controls.
• Ensure Real-Time teams are managing intraday execution, queue performance, adherence, and operational escalations effectively.
• Support standardization of scheduling and RTA processes across accounts.
• Ensure schedule changes, exceptions, and attendance impacts are managed with proper governance and audit discipline.

• Partner with Operations, HR, Training, Finance, Reporting, and senior leadership.
• Communicate WFM risks, blockers, and recommendations clearly and confidently.
• Challenge unrealistic timelines or commitments when WFM capacity or data does not support them.
• Translate complex WFM analysis into actionable business recommendations.
• Support client-facing or leadership conversations when WFM expertise is required.

• Support implementation of standardized WFM processes, templates, trackers, governance cadences, and reporting practices.
• Drive adoption of enterprise WFM initiatives such as PVE/B2P, Omnia, taxonomy alignment, WFM Academy, scorecards, and process documentation.
• Identify process gaps, duplicated work, unclear ownership, and manual inefficiencies.
• Build repeatable processes that are not dependent on one individual.
• Support change management across WFM teams and operational stakeholders.

• Review WFM reporting outputs and ensure data quality, consistency, and usability.
• Use data to identify trends, risks, gaps, and improvement opportunities.
• Support leadership visibility into staffing, performance, capacity, adherence, B2P, and operational risk.
• Ensure WFM reports are connected to business decisions, not just produced for compliance.

• 8+ years of Workforce Management experience in BPO, contact center, or shared services environments.
• 3+ years in a WFM leadership role managing planners, schedulers, RTAs, or WFM supervisors.
• Experience supporting multiple accounts, clients, business units, or geographies.
• Strong background in forecasting, capacity planning, scheduling, real-time management, and staffing analysis.
• Experience managing stakeholders across Operations, HR, Training, Finance, and senior leadership.
• Experience leading process improvement, tool adoption, governance implementation, or WFM transformation initiatives.
• Advanced Excel / Google Sheets skills required.
• Experience with WFM tools, scheduling platforms, timekeeping tools, or reporting platforms preferred.
• BPO experience strongly preferred.

• Strong leadership presence and decision-making ability.
• Strong analytical and problem-solving skills.
• Ability to structure ambiguity into clear plans, owners, timelines, and actions.
• Strong stakeholder management and communication skills.
• Ability to challenge assumptions using data.
• Ability to prioritize competing initiatives and manage operational pressure.
• Strong understanding of WFM metrics and contact center operations.
• Ability to build governance cadences, trackers, action logs, risk logs, and escalation processes.
• Ability to lead teams through change, ambiguity, and transformation.
• Strong sense of ownership and execution discipline.

Preferred Profile

The ideal candidate is someone who:

• Has grown through multiple WFM functions, such as RTA, scheduling, forecasting, and capacity planning.
• Has managed multi-account or multi-region WFM teams.
• Can operate both strategically and tactically.
• Is comfortable managing difficult conversations with Operations and leadership.
• Can stabilize teams and processes during transition periods.
• Understands that WFM is not only about reporting numbers, but about enabling operational and financial decisions.
• Can build scalable processes instead of solving everything manually.
• Has enough authority and confidence to drive accountability.

Success Measures

The Senior Workforce Manager will be successful if they can:

• Improve WFM governance and execution discipline.
• Establish clear ownership across WFM functions.
• Reduce unclear deadlines, duplicated work, and unstructured escalations.
• Improve visibility into staffing, capacity, adherence, and operational risk.
• Strengthen alignment between WFM, Operations, and leadership.
• Support adoption of WFM Shared Services standards.
• Build a team that can execute consistently without depending on one individual.
• Drive measurable improvement in WFM process quality, timeliness, and stakeholder confidence.

Key Leadership Expectations

This role requires a leader who can:

• Make decisions with incomplete information.
• Escalate risks early and clearly.
• Protect the team from unrealistic commitments while maintaining accountability.
• Push back professionally when requests are not supported by data or capacity.
• Convert feedback into action plans.
• Lead with structure, not chaos.
• Build trust through execution.