Workforce Management Manger
WSP USA
WSP is recruiting for a **Workforce Management (WFM) Manager** for our office in Aurora, CO. The Workforce Management (WFM) Manager is responsible for optimizing staffing levels, scheduling, and resource planning to ensure operational efficiency in the call center. This role oversees all WFM processes, including forecasting call volumes, creating schedules, monitoring real-time performance, and analyzing workforce metrics. The Manager must be able to communicate effectively with clients and have previous experience in managing and supervising teams. Additionally, the WFM Manager will oversee the Tech Support department and 1st-line triage for WSP agents, working closely with IT to resolve technical issues. The ideal candidate will have strong analytical skills, an in-depth understanding of WFM tools, and experience in managing call center operations to ensure service level goals and business objectives are consistently met.
**Schedule:** **Full Time 40 hours per week - Hybrid - In office a minimum of 3 days per week.**
**Considering local candidates only; Denver Metro area.**
**Workforce Planning & Forecasting:**
+ Develop accurate short-term, medium-term, and long-term call volume and staffing forecasts using historical data and trends.
+ Analyze call trends, seasonal changes, and special events to forecast workforce requirements.
+ Create and maintain optimal schedules for agents to meet call demand and ensure SLAs are achieved.
**Real-Time Management (RTM:**
+ Monitor intraday call volumes, staffing levels, and queue performance in real time.
+ Adjust agent schedules, breaks, and shifts to optimize productivity and meet service-level targets.
+ Implement immediate solutions to mitigate operational disruptions such as unplanned absences or unexpected call spikes.
**Reporting & Data Analysis:**
+ Analyze workforce performance metrics such as occupancy, adherence, average handle time (AHT), and shrinkage.
+ Develop and deliver daily, weekly, and monthly performance reports for leadership, identifying trends and areas for improvement.
+ Utilize WFM tools (e.g., Verint, NICE IEX, or Aspect) to generate actionable insights for efficient workforce management.
**Process Improvement:**
+ Continuously evaluate and improve WFM processes, tools, and strategies to enhance efficiency, agent productivity, and customer satisfaction.
+ Partner with Operations, Quality Assurance, and Training teams to align WFM initiatives with organizational goals.
+ Drive proactive solutions to minimize labor costs, optimize resource usage, and increase service-level attainment.
**Tech Support & IT Collaboration:**
+ Oversee the Tech Support department and manage 1st-line triage for WSP agents, ensuring timely and efficient resolution of technical issues.
+ Collaborate with IT to address and resolve ongoing or new technical challenges affecting operations.
+ Provide troubleshooting support and guidance for tech issues impacting agents or call center operations.
**Team Management & Communication:**
+ Collaborate with call center leadership to ensure WFM plans align with operational objectives and customer experience goals.
+ Act as the WFM subject matter expert, providing guidance and training to supervisors, team leads, and agents.
+ Provide regular updates to leadership on workforce trends, risks, and strategic recommendations.
+ Lead and supervise a team, ensuring that performance targets and team objectives are met through effective coaching and development.
+ Maintain strong, effective communication with clients to ensure service levels and expectations are consistently achieved.
**Essential Job Functions:**
+ Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
+ Working in building as required. in building as needed
+ Verbal and written communication
+ Frequent speech communication, hearing and listening to maintain communication
+ Typing, use of keyboard, mouse
+ Navigating multiple screens / multiple software applications, while maintaining active conversations
+ Ability to sit at workstation for extended periods of time while using computer and taking calls.
+ Managing time effectively to ensure productivity while maintaining quality service and meet necessary KPI’s.
+ Ability to access, input, and retrieve information from the computer
+ Daily use of computer and keyboard, standard office equipment and telephone
+ Frequent hand/eye coordination to operate computer keyboard and office equipment
+ 3–5 years of experience in Workforce Management, focusing on forecasting, scheduling, and real-time monitoring in a call center environment.
+ Previous experience managing or supervising a team.
+ Proven expertise with WFM platforms such as NICE IEX, Verint, Genesys WFM, Aspect, or similar tools.
+ Strong analytical and problem-solving skills with the ability to interpret large datasets and develop actionable insights.
+ Proficiency in Microsoft Excel, including advanced functions such as pivot tables, VLOOKUP, and macros.
+ Excellent communication skills and the ability to convey complex concepts to leadership, teams, and stakeholders.
+ Demonstrated ability to work in a fast-paced, dynamic environment with competing priorities.
**Key Competencies:**
+ Strategic Planning and Forecasting
+ Real-Time Decision-Making
+ Analytical Thinking and Data Analysis
+ Process Optimization
+ Strong Communication and Collaboration
+ Leadership and Team Coaching
+ Tech Support Management and IT Collaboration
Expected Annual Rate: $89,606.40
WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.
**WSP Benefits**
WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job. Supervisor may assign other duties.
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