[Hiring] Workforce Management & Optimization Manager @Working Solutions

October 5, 2026

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Role Description

Lead the forward-looking Workforce Management and Optimization function for a multi-client, multi-channel remote workforce. This role is accountable for:

Forecasting
Capacity planning
Schedule design
Plan-versus-actual analysis
Reporting
Process improvement
Workforce tools

The Manager develops the WFM Analysts, turns business requirements and operating data into actionable staffing recommendations, and partners with the Manager, Real-Time Operations to connect plans with daily execution.

Qualifications

Must be a US citizen or permanent resident to be considered for full-time employment
Five or more years of experience with contact center processes, workforce management, analytics, reporting, or closely related work
Demonstrated leadership ability, sound judgment, initiative, and ownership in a fast-paced environment with changing priorities
Strong analytical and problem-solving skills, including the ability to identify risks, evaluate options, and communicate concerns promptly
Strong working knowledge of Microsoft Excel and PowerPoint
Experience using workforce management and contact center platforms is preferred
Ability to communicate effectively with clients, leaders, program teams, analysts, specialists, and technical partners at all organizational levels
Ability to prioritize multiple responsibilities, meet deadlines, maintain attention to detail, and remain accountable for results with limited supervision
Commitment to continuous learning and the ability to build team capability through coaching, documentation, knowledge sharing, and feedback
Experience with forecasting, capacity planning, scheduling, plan-versus-actual analysis, data visualization, or workforce optimization is preferred
Working knowledge of reporting, automation, Power BI, SQL, or similar analytical tools is preferred
Ability to use a keyboard, attend virtual meetings, and work at a computer for a large portion of the work period
Ability to support business needs across client operating hours, including occasional urgent escalations or schedule adjustments

Requirements

Lead, coach, prioritize, and support the WFM Analysts
Establish clear client portfolios, deliverable ownership, backup responsibilities, quality standards, and development priorities
Own workforce forecasts, capacity models, staffing plans, and planning assumptions for clients
Support and review client-directed plans
Direct schedule design, schedule production, and staffing-plan maintenance
Review client staffing and lock plans, identify forward-looking risks, and advise program teams
Perform and oversee plan-versus-actual analysis
Provide strategic workforce insights that support business decisions
Research call trends, demand drivers, performance patterns, and recurring operational issues
Define WFM reporting requirements and work with Business Intelligence and technical partners
Own the design and maintenance of WFM processes, planning calendars, analytical standards, documentation, and fallback methods
Identify, prioritize, and manage workforce process-improvement, automation, and tool-development initiatives
Maintain a clear inventory of recurring client deliverables, deadlines, assumptions, dependencies, and ownership
Use feedback from Real-Time Operations to refine forecasts, schedules, staffing recommendations, escalation criteria, reports, and tools
Own client meetings, planning calls, and communication related to forecasting, capacity, schedules, staffing plans, performance trends, reporting, and improvement initiatives
Present assumptions, findings, risks, recommendations, and follow-up items
Participate in real-time staffing, compliance, and escalation discussions
Serve as backup client-facing leadership for the Manager, Real-Time Operations
Work as a leadership counterpart to the other Operational Insights Manager
Provide secondary support for the counterpart manager’s essential meetings, communications, escalations, and leadership responsibilities
Share significant client risks, staffing concerns, forecast changes, process gaps, and commitments with the Director and counterpart manager
Maintain enough cross-functional knowledge to provide informed backup support

Benefits

Annual merit increases
Choices for health, dental, vision, life, disability and supplemental insurance plans and a 401(k) with company match
Generous paid time off, holidays, and volunteerism time
An amazing company culture and all the benefits of fully remote work

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