Position Summary
Horatio is seeking a sharp, action-oriented WFM Manager (Capacity, Staffing & Planning). In this role, you will be the primary point of contact for external client leadership and (Horatio), while directly managing a high-performing team of Real-Time Analysts (RTAs) and other Strategy Analysts. You will lead the end-to-end capacity planning and scheduling strategies, ensuring that anomalies, risk models, and automated reporting are translated into accurate staffing execution.
Responsibilities
● Team Management: Directly manage, mentor, and develop a team of Real-Time Analysts (RTAs) and other Strategy Analysts. Establish performance metrics, conduct regular coaching, and ensure high operational rigor across real-time execution and tactical planning.
● Client & Stakeholder Communication: Serve as the primary operational partner to the leadership and Horatio counterparts. Lead regular WFM performance reviews, present capacity outlooks, and translate technical staffing data into strategic recommendations.
● Long-Term & Short-Term Modeling: Build, maintain, and refine comprehensive staffing models to project multi-channel labor requirements across complex operational workflows.
● Coverage Optimization: Oversee the creation of detailed schedule heatmaps to identify coverage gaps, shrinkage patterns, and peak volume distributions to keep operational teams accurately staffed.
Real-Time & Incident Management
● Real-Time Strategy: Guide the RTA team in reviewing variances, applying operational context, and executing immediate re-forecasting or shift adjustments with speed and precision.
● Incident & Peak Window Leadership: Act as the direct point of contact during emerging operational incidents and peak windows (e.g., Bill Pay cycles). Lead surge staffing execution, accelerate escalation timelines, and align response strategies across client and vendor leadership.
● Performance Risk Management: Evaluate AI-generated SLA risk models projecting short- and mid-term performance. Design and authorize overtime (OT) recommendation packages to protect SLA targets.
● Variance & Root Cause Analysis: Own the variance narrative across systems. Validate root causes flagged by AI against operational metrics and deliver actionable resolutions to client stakeholders.
Required Skills/Abilities
- WFM Experience: 5+ years of dedicated Workforce Management experience in a multi-channel contact center environment, with prior experience as a WFM Manager.
- Capacity Modeling: Demonstrated mastery in building, auditing, and maintaining long-term staffing models, labor forecasting frameworks, and shrinkage projections from scratch.
- Tooling & Data Proficiency: Advanced proficiency in WFM enterprise software (e.g., Tymeshift, Zendesk WFM, Verint, or NICE) and data toolkits (advanced Excel/Google Sheets required; SQL/BI tool experience strongly preferred).
- AI & Automation Systems: Hands-on experience working alongside AI-powered automation or intelligent routing systems, with a strong ability to interpret, validate, and audit AI-generated outputs.
Skills Required
- 3+ years of Workforce Management experience in a multi-channel contact center environment
- Experience operating at a Senior Real-Time Analyst or Workforce Management Specialist level
- Experience building and maintaining long-term staffing models
- Experience with labor forecasting frameworks and schedule heatmaps
- Experience guiding and auditing vendor partners to ensure accurate reporting and staffing deliverables
- Advanced proficiency in workforce management software such as Tymeshift, Zendesk WFM, Verint, or NICE
- Advanced Excel or Google Sheets skills
- SQL skills
- Experience working with AI-powered automation or routing systems
- Ability to interpret, validate, and audit AI-generated outputs
- Experience tracking AI performance indicators including containment, deflection, and recontact rates
- Exceptional communication skills for translating staffing data and heatmaps into actionable insights
- High school diploma or equivalent
What We Do
Horatio is a tech-enabled customer support outsourcing firm providing customer experience services, including customer service, back office support, and tech support, to help brands scale without compromising quality.
