This is a Hybrid position located in Frisco, TX. You will be required to be onsite on an as-needed basis, typically 4 – 10 days per month. We are only considering candidates within a commutable distance to this location and are not offering relocation assistance at this time.
About the role:
Strategic Leadership: Develop and execute comprehensive WFM strategies that align with company goals and customer service objectives. Lead the WFM team in forecasting, capacity planning, scheduling, and real-time management to ensure optimal staffing levels and service performance across all customer service channels.
Forecasting and Capacity Planning: Oversee the development of accurate forecasts for call volumes, contact types, and resource needs. Lead capacity planning efforts to ensure that BPO partners are prepared to meet demand variability and maintain service level agreements.
Scheduling Optimization: Provide SME expertise to the VMO on scheduling optimization opportunities of the BPOs.
Real-Time Management: Ensure robust real-time management processes are in place to monitor performance, adjust staffing, and respond promptly to fluctuations in demand. Accountable that real-time management issues are identified and addressed, particularly as they related to deviations from forecasted performance.
Vendor Management WFM SME: Serve as the primary liaison for WFM-related interactions with BPO vendors, ensuring clear communication and alignment on performance expectations. Collaborate with vendors to drive improvements in WFM practices and achieve mutual goals. This includes attending all business review meetings to provide such expertise in real time.
Data-Driven Decision Making: Utilize advanced analytics to drive insights into WFM performance, identify trends, opportunities for improvement, and areas of risk. Present detailed performance reports to senior leadership, offering actionable recommendations to enhance service delivery.
Champion continuous improvement initiatives across all WFM functions. Lead the team in evaluating new tools, technologies, and methodologies that enhance forecasting accuracy, scheduling efficiency, and overall operational effectiveness.
About you:
8+ years in workforce management or a related field (such as operations, customer service management, or business analytics).
3+ years of demonstrated, successful leadership or management role, demonstrating the ability to lead teams, manage vendors, and drive strategic initiatives.
Proficiency in WFM tools and software (e.g., NICE, Verint, Genesys, or similar), with a deep understanding of forecasting models, capacity planning techniques, scheduling optimization, and real-time monitoring processes.
Exceptional analytical and problem-solving abilities, with the capacity to interpret complex data, identify trends, and make data-driven decisions that enhance operational performance.
Outstanding communication and presentation skills, capable of effectively conveying complex WFM strategies and performance insights to senior stakeholders and external partners.
Proven ability to drive innovation and manage change within a dynamic environment. Experience in implementing new technologies, processes, or methodologies that improve WFM efficiency and effectiveness.
Preferred:
Understanding of Erlang C and related queueing models for call center staffing and service level calculations preferred.
Experience with BPO (Business Process Outsourcing) solutions including multi-site and offshore workforce planning preferred.
Familiarity with contractual pricing structures, such as volume-based, handle minutes, productive hour and FTE based pricing preferred
#LI-Hybrid
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks:We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We’re proud to be Great Place to Work® Certified in 10 countries, a reflection of the supportive, empowering environment we’ve built where people feel seen, valued, and energized to reach their full potential and thrive.
We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Bonus Program
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Top Skills
What We Do
McAfee is a global organization with a 30-year history and a brand known the world over for innovation, collaboration and trust. McAfee’s historical accomplishments are founded upon decades of threat and vulnerability research, product innovation, practical application and a brand which individuals, organizations and governments have come to trust.
