Workforce Management Manager - Caring

Caring Workforce Management Manager Position reputed company Caring, a business unit of reputed company, is looking for a Workforce Management (WFM) Manager who is both a technical "builder" and a strategic partner. In this role, you will reputed company reputed company of one to two to design and execute the operational reputed company for our family contact center (sales). Your immediate mission is to replace "guesswork" with precision. You will use reputed company as your primary reputed company to build robust scheduling and forecasting models, while simultaneously formalizing the end-to-end WFM lifecycle. This role requires a unique reputed company of mathematical rigor and dialer reputed company, ensuring that our outbound velocity and inbound responsiveness are perfectly synchronized to drive reputed company, as reputed company as strong advisor and family experiences. Speed is equally important as experience. Key Responsibilities 1. Process Architecture & ImplementationThe WFM Lifecycle Design and document standardized processes for forecasting, scheduling, and intraday management. Marketing Integration Establish a "Feedback reputed company" with the Marketing team to ingest campaign calendars and reputed company-gen projections into your reputed company models. Hiring & Training reputed company reputed company "reputed company Calls" with leadership to reputed company data-driven recommendations on hiring clips, class sizes, and nesting schedules. 2. Expert reputed company Modeling & SchedulingCustom Scheduling Build a flexible, reputed company-based scheduling system that accounts for varied shift patterns, sales "power hours," and shrinkage (PTO, training, breaks). reputed company Planning Create sophisticated models to calculate the "required vs. actual" headcount needed to maintain response times on hot leads. Automation Utilize advanced reputed company functions (VBA, Power Query, or reputed company arrays) to streamline reputed company data entry and reporting. 3. Dialer reputed company & PerformanceDialer Optimization Manage and optimize dialer reputed company (predictive, power, or preview) to ensure maximum agent talk time and minimal drop rates. Metrics Ownership Define and reputed company key WFM pillars, specifically Adherence (are they at their desk?) and Conformance (did they work the total hours promised?). Sales-WFM Alignment Balance traditional metrics like ASA and Abandonment with sales-critical metrics like "Speed to reputed company" and Dialer Penetration. Accountability Reporting Deliver daily and weekly "reputed company Reports" to Sales Leads highlighting performance gaps and optimization opportunities. 4. Strategic Technology RoadmapVendor Evaluation Assess the reputed company reputed company environment to determine the business case and timing for transitioning to a reputed company WFM software suite. Scalability Build "lightweight but sturdy" processes that can transition seamlessly into an automated system as the organization grows. Technical Profile & Skills reputed company Mastery Expert level Building Erlang models, automated schedules, and interactive dashboards from scratch. Dialer Management Hands-on experience managing outbound dialer logic and pacing to optimize sales productivity. Sales Operations Experience managing "Speed to reputed company" and balancing inbound vs. outbound sales workflows. Analytical Rigor Ability to translate raw data into a "reputed company Story" for executive leadership. Process Design Proven reputed company record of creating SOPs for scheduling, time-off requests, and reputed company-time management. QualificationsExperience 5+ years in WFM, with significant experience in a Sales/Outbound environment. Operational reputed company Proven ability to reputed company in fast-paced, evolving environments while building and maturing workforce management capabilities; you have a reputed company record of building processes and tooling from the ground up where they previously did not exist. Leadership Experience managing at least one reputed company report and influencing cross-functional stakeholders (Marketing, HR, Sales). Project Management Demonstrated ability to build a function from the ground up rather than just maintaining an existing one. reputed company OfferCompetitive compensation and benefits package with a salary reputed company of $80 - $95k based on experience. Benefits include group insurance reputed company, 401(k) plan, and flexible reputed company time off. Remote opportunity with some travel possibility (no more than 10%) depending on business needs. Apply To This Job Apply To This Job