Workforce Manager

The WFM Manager is a strategic leadership role responsible for overseeing end-to-end Workforce Management operations across a multi-zone EMEA environment, supporting multiple business units and verticals. This role leads and develops a team of WFM Analysts across Scheduling, Real-Time Management, and Reporting functions, ensuring seamless workforce planning and execution in alignment with regional demand patterns, operational priorities, and organizational objectives. With full ownership of workforce strategy across diverse geographies, the WFM Manager ensures optimal staffing levels are maintained across varying time zones, languages, and business requirements. This includes accurate forecasting, efficient scheduling, and proactive real-time management to consistently meet service level agreements (SLAs), key performance indicators (KPIs), and customer experience targets.

About the Job The WFM Manager is a critical role that will be operating in a highly complex, multi-regional landscape, the WFM Manager collaborates closely with cross-functional stakeholders and in-region teams to align workforce plans with evolving business needs. The role is accountable for dynamically optimizing resources in response to intra-day performance trends, including volume fluctuations, shrinkage, and unplanned absenteeism, while maintaining operational agility. As a people leader, the WFM Manager is responsible for coaching and guiding a team of WFM Analysts, fostering a high-performance culture across both scheduling and real-time functions. The role also requires strong stakeholder management, building and maintaining effective relationships with internal partners and clients, while confidently managing and diffusing escalations through clear communication, data-driven insights, and solution-oriented decision-making.

In addition, the WFM Manager ensures adherence to company standards, regional labor laws, and regulatory requirements across all supported markets. This includes implementing governance frameworks, conducting regular audits, and driving continuous improve

Key Responsibilities Leadership & Oversight:

• Lead, support, and develop a high-performing team of WFM analysts supporting scheduling and real time, ensuring consistent execution of real-time strategies and scheduling adjustments that protect SLAs and operational targets.
• Creating and enforcing global WFM best practices and SOPs.

Strategic & Commercial Impact:

• Driving insight into capacity planning tied to financial targets (budget, cost per contact, margin optimization).
• Partnering with WFM capacity planning teams and Finance on headcount planning, cost forecasting, and scenario modeling.
• Driving efficiency initiatives (e.g., reducing shrinkage, improving occupancy without impacting CX)
• Inhouse cost management control of the WFM function.
• Management of WFM costing, ratio and commercials to ensure efficiency is delivered within the WFM function.

End-to-End WFM Ownership:

• Manage the full WFM cycle for EMEA based accounts-from forecast validation, schedule generation, and roster optimization to live monitoring and post-day performance analysis.
• Building career pathways for WFM analysts and Driving training programs for scheduling, real-time, and reporting capabilities.

Strategic Resource Alignment:

• Collaborate with global WFM and operations teams to ensure optimal staffing coverage, balancing efficiency and service goals across multiple business lines and geographies.

Real-Time Agility:

• Drive timely intraday actions in response to volume surges, shrinkage variances, absenteeism, or system issues, ensuring minimal impact to service levels.

Stakeholder Collaboration:

• Act as the primary WFM liaison for US projects, ensuring transparent communication and alignment with operations, client services, and global planning teams.
• Developing business continuity plans (BCP) for staffing disruptions.

Performance Reporting:

• Deliver actionable performance reports and insights to leadership and clients, highlighting variances, trends, and areas for improvement.
• Identify and implement WFM best practices, process enhancements, and automation opportunities that elevate service delivery and operational scalability.
• Driving automation and tooling improvements in scheduling, reporting, and real-time processes.
• Partnering with tech teams on system enhancements, integrations, and upgrades

Real-Time Management

• Lead real-time service delivery by owning all intraday activities and directing the Real-Time Analyst team to monitor queues, adjust agent allocations, and manage adherence.
• Take immediate action to mitigate risks to service levels, include adjusting skilling, managing breaks, escalating outages, and reallocating resources in real-time.
• Ensure all real-time actions are aligned with client priorities and documented for performance and root cause analysis.
• Own the real-time performance layer across all US-aligned accounts, ensuring real-time execution supports business continuity, SLA achievement, and client satisfaction.
• Act as the first point of decision-making in response to live performance variances, call volume spikes, system outages, unplanned absenteeism, or staffing gaps.
• Direct and guide the Real-Time Analyst (RTA) team to monitor intraday performance, track schedule adherence, and take immediate corrective actions when variances are detected.
• Implement live queue management strategies, including skill reassignments, overtime/undertime adjustments, break redistributions, and schedule shifts as required.
• Conduct intraday reforecasting and staffing recalibration to maintain service level stability across voice, chat, email, and back-office queues.
• Maintain and enforce escalation protocols, issue tracking, and incident management processes during real-time events or performance breaches

Schedule Governance Collaborate with the forecasting team:

• Work closely with the forecasting team to optimize long-term staffing plans by aligning real-time insights, historical performance data, and projected call volumes to ensure accurate scheduling for upcoming weeks.
• Acting as the WFM SME in senior leadership discussions.

Create and maintain accurate agent schedules:

• Generate and update efficient agent schedules for future weeks, ensuring they align with forecasted call volumes, service level objectives (SLOs), and any other operational requirements. (4 weeks out minimum).

Analyze staffing needs for future weeks:

• Regularly assess future staffing requirements, recommending adjustments to schedules and shifts to ensure adequate coverage and maximum resource utilization.

Align training schedules with operations:

• Partner with the training team to ensure that training schedules are accurately planned and synchronized with operational demands to avoid potential staffing gaps during peak periods.

Track trends in in-center and out-of-center shrinkage:

• Monitor shrinkage trends, including absenteeism, AHT, and other key operational metrics, and adjust future schedules to account for these factors and minimize their impact on service levels.

Complete mailbox actions for live and future weeks:

• Ensure accuracy in associate schedules by reviewing and addressing mailbox actions related to both current and future weeks, making necessary adjustments to reflect changes in staffing or business needs.

Produce leave analysis and "What-If" scenarios:

• Generate leave analysis reports for upcoming weeks and create "What-If" scenarios to assess potential impacts of planned leave, unplanned absences, or other operational changes, supporting both client and internal scheduling needs.

WFM Tool Maintenance:

• Update regular work rules. Restrictions to match internal requirements.

Note: Additional role and responsibilities will apply given the dynamic shift in our business.

Reporting

• Deviation Reporting
• Feedback to Planning
• ID management (if required by client)
• Performance outlooks (Weekly)
• Handle additional responsibilities as assigned by Sr leaders within Foundever
• Additional reporting to be added should this become a requirement (Includes post day)

Data Analysis and Reporting

• Analyze call center data, including historical performance, call volume trends, and staffing metrics, to uncover insights and opportunities for process optimization.
• Prepare and deliver daily, weekly, and monthly reports highlighting key performance indicators (KPIs) such as service level, agent productivity, and schedule adherence.
• Utilize data-driven insights to recommend strategies for enhancing operational efficiency, improving customer satisfaction, and meeting service level goals.
• Provide actionable recommendations for workforce scheduling improvements based on performance trends.
• Track and assess critical schedule performance metrics, such as adherence, utilization, and shrinkage.
• Offer recommendations for continuous performance optimization and ensure the alignment of staffing strategies with overall operational goals.
• Work closely with teams across Operations, Training, and Quality Assurance to ensure staffing and scheduling strategies are aligned with call center objectives.
. click apply for full job details