WFM Manager

Job Description

Team Leadership and Management: Lead, mentor, and develop a team of WFM professionals, including planners, schedulers, and analysts. Conduct regular performance reviews, provide feedback, and support professional development for team members. Coordinate team activities and ensure alignment with departmental and organizational objectives. Strategic Workforce Planning: Develop and implement workforce management strategies to align staffing levels with business needs and objectives. Oversee forecasting and planning processes to predict future staffing requirements and manage capacity effectively. Scheduling and Optimization: Ensure the creation and management of efficient employee schedules to meet operational demands and service level agreements (SLAs). Implement and monitor scheduling practices to maximize coverage and reduce scheduling conflicts. Strategic Project Management & P&L Ownership: Manage the global client services budget across multiple stakeholders and teams for accurate resourcing and timely budget adherence. Data Analysis and Reporting: Analyze workforce data and generate reports on key performance indicators (KPIs), staffing efficiency, and operational performance. Provide insights and recommendations to senior management based on data analysis to support strategic decision-making. Process Improvement: Identify and implement process improvements to enhance workforce management practices, increase efficiency, and reduce costs. Stay updated on industry trends and best practices to continuously improve WFM processes and systems. Collaboration and Communication: Work closely with other departments, such as HR, FP&A, operations, and IT, to ensure effective coordination and communication. Communicate workforce management strategies, changes, and updates to relevant stakeholders and ensure clarity of expectations. Compliance and Documentation: Ensure compliance with labor laws, company policies, and industry regulations in all workforce management activities. Maintain accurate documentation of workforce management processes, policies, and system configurations. Heres What You Need: bachelors degree in Business, Information Technology, or a related field (or equivalent experience). 10+ years of experience in Strategic Workforce planning, with at least 5 years in a leadership position. Proven track record in leading SaaS implementations and customer success initiatives. Experience working with cross-functional teams (sales, product, engineering) in a fast-paced SaaS environment. PMP, ITIL, or other relevant certifications are a plus. Strong understanding of SaaS business models and subscription-based services. Additional Skills (Nice to Have): Advanced degree (MBA or relevant technical masters degree) Experience in a specific vertical or industry (eg, healthcare, finance, etc) is a plus. Familiarity with emerging technologies such as AI, machine learning, or data analytics