Opportunity Description
We’re looking for a strong Workforce Management (WFM) Manager to take ownership of the full planning cycle — from forecasting and scheduling to real-time performance and reporting.
You will lead a team of Schedulers and RTAs, ensuring optimal headcount planning, cost efficiency, and consistent delivery against operational and contractual targets.
This is a high-impact, data-driven role requiring strong leadership, analytical thinking, and the ability to influence operations.
What You’ll Be Responsible For
People Management
- Lead, coach and develop a team of Schedulers and RTAs
- Drive performance and immediately address outliers
- Ensure clear, accurate and timely communication across teams
Workforce Planning
- Forecast volumes, AHT and shrinkage to determine headcount
- Oversee scheduling to align with operational demand
- Manage real-time adherence and performance