Senior Manager, Workforce Analytics

TL;DR

Senior Manager, Workforce Analytics (WFM): Overseeing end-to-end workforce management for traditional contact centers with an accent on forecasting, staffing models, and real-time execution. Focus on optimizing service levels across multiple channels and integrating AI solutions into analytical workflows.

Location: Hybrid position based at the Austin office

Salary: $122,700 - $196,300

Company

hirify.global is a leader in online legal services that combines technology and attorney-led solutions to help people navigate the legal system.

What you will do

• Manage and develop the WFM team of analysts responsible for planning, scheduling, and real-time execution.
• Own long-range and medium-range forecasting for multiple departments, incorporating historical data and external factors.
• Develop capacity plans and staffing models to quantify FTE needs across all channels (voice, chat, email, back-office).
• Collaborate with vertical leaders, Finance, and HR to align hiring plans and overtime strategies.
• Manage WFM tools and platforms while partnering with Technology and Telephony teams on routing strategies.
• Establish Standard Operating Procedures (SOPs) and governance for forecasting and intraday management.

Requirements

• 5-7+ years of experience leading or mentoring a WFM team.
• Proven experience in data storytelling and framing data to shape leadership decisions.
• Experience leveraging AI solutions for data analytical and forecasting work.
• Hands-on expertise with WFM platforms such as Assembled, Calabrio, or Genesys.
• Deep understanding of contact center metrics including SL, ASA, AHT, and occupancy.
• Must be based in or be able to work from the Austin office (Hybrid).

Culture & Benefits

• Comprehensive medical, dental, and vision insurance.
• 401k with matching contributions.
• Paid Time Off, Health Savings Account (HSA), and Flexible Spending Account (FSA).
• Wellness benefits including fertility and mental health support.
• Collaborative and diverse environment focused on a human-in-the-loop AI model.