Manager, Workforce Planning & Management (WFM)

TL;DR

Manager, Workforce Planning & Management (WFM): Managing workforce forecasting, scheduling, and intraday performance for a multi-vendor operation with an accent on capacity planning and BPO coordination. Focus on translating volume assumptions into FTE requirements and optimizing service level agreements.

Location: Remote (USA). Must be based in the United States

Company

A technology and services company dedicated to improving the delivery of non-emergency medical transportation across America.

What you will do

• Lead workforce forecasting and capacity planning, translating volume and AHT assumptions into net FTE requirements.
• Build and maintain schedules across internal and vendor teams, coordinating staffing plans with BPO managers.
• Monitor real-time SLA performance and make critical intraday decisions during volume spikes or vendor shortfalls.
• Manage and set priorities for a team of WFM analysts, creating scalable documentation and accountability structures.
• Produce weekly and monthly WFM reporting and provide data-backed recommendations to senior leadership.

Requirements

• Bachelor's degree.
• Advanced proficiency in Microsoft Excel, including complex formulas and pivot tables.
• Working knowledge of WFM fundamentals (Erlang modeling, shrinkage, occupancy, and multi-skill routing).
• Strong quantitative skills with the ability to translate analysis into defensible recommendations.
• Strong verbal communication skills for presenting findings across all levels of the organization.

Nice to have

• 1-3 years of hands-on WFM experience in a contact center or BPO environment.
• Experience in complex planning roles such as supply chain, logistics, or demand forecasting.
• Familiarity with CCaaS platforms like Amazon Connect, NICE, or CXone.
• Experience with BI and reporting tools such as Quick Sight.

Culture & Benefits

• Remote-first work environment.
• Competitive salary, annual bonus opportunities, and equity options.
• Comprehensive medical, dental, and vision insurance.
• 401(k) with company match.
• Generous PTO, paid company holidays, and paid parental leave.