Position Summary...Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning. Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and promoting a belonging mindset in the workplace. Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices.

What you'll do...

Summary 

The WFM Manager partners with operational stakeholders and providers to deliver key customer and business metrics through overseeing workforce planning, scheduling/partner staffing, labor optimization, and real-time analytics.  This role partners with cross-functional teams to forecast labor needs, analyze trends, manage WFM projects, and implement best practices in workforce management ensuring efficient operations and delivering best in class service.   

What you’ll do: 

Lead the development and execution of workforce management strategies, including forecasting, labor planning, scheduling, and real-time management. 

Analyze labor data and business trends to optimize staffing levels and improve productivity. 

Collaborate with operations, HR, and finance teams to align labor plans with business objectives. 

Oversee the implementation and maintenance of WFM systems and tools. 

Monitor key performance indicators (KPIs) related to service levels, staffing/labor efficiency, and cost control. 

Provide training and support to managers and associates on WFM processes and tools. 

Ensure compliance with labor laws, company policies, and staffing guidelines. 

Prepare and present reports on workforce metrics and recommendations to senior leadership. 

What you’ll bring: 

Bachelor’s degree in Business, Operations Management, Human Resources, or related field (preferred). 

12 to 16 years of experience into Workforce Strategy and Management 

7+ years of experience in workforce management, Real Time Analysis, or related field. 

Strong analytical and problem-solving skills. 

Leadership/mentoring skills and ability to develop front line WFM resources.   

Proficiency with WFM software and Microsoft Office Suite. 

Excellent communication and leadership abilities. 

Ability to work in a fast-paced, dynamic environment. 

 

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications:Bachelor's degree in Analytics, Statistics, Computer Science, Mathematics, or related field and 2 years' experience in data management, business analytics, statistics, or related area OR 4 years' experience in data analysis, statistics, computer science, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Masters: Analytics, Masters: Computer Science

Project Management - Project Management Professional - Certification, Six Sigma Black Belt - Certification, Six Sigma Green Belt - CertificationPrimary Location...Bldg 2 Cumulus Prestige Tech Cloud, , India