Workforce Management Manager

OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.

The Workforce Management (WFM) Manager is responsible for leading the workforce planning and real-time management function across multi-department, multi-site contact center operations. This role oversees forecasting, scheduling, capacity planning, and financial planning to ensure optimal staffing and resource allocation that supports both customer experience and business performance goals. A key focus of the role is maintaining and continuously improving customer SLA performance through effective resource planning, monitoring, and operational alignment. The WFM Manager leads a team of Analysts, partners with Operations leadership on strategic and financial planning, and drives continuous improvement in workforce optimization practices, reporting, and tools.

Responsibilities

Leadership & Team Management

• Lead and develop a team of WFM Analysts, providing coaching, training, and performance feedback

• Establish departmental goals, metrics, and best practices for workforce planning and real-time management

• Foster a culture of collaboration, accuracy, and continuous improvement within the WFM function

Forecasting, Capacity & Staffing Planning

• Oversee the creation of accurate call volume, workload, and staffing forecasts across daily, weekly, monthly, and annual intervals

• Develop long-term staffing models to support growth, acquisitions, and new business initiatives

• Partner with HR and Operations to translate staffing plans into hiring and training strategies

• Monitor and refine shrinkage, attrition, and occupancy assumptions to ensure accurate staffing models

Financial Planning & Budget Alignment

• Partner with Finance and senior leadership to align staffing and workforce models with budgeted headcount and labor cost targets

• Contribute workforce data and analysis to annual operating plans and quarterly re-forecast cycles

• Track variances between forecasted and actual labor spend, providing insights and recommendations to minimize cost overruns

• Identify cost savings opportunities through optimized staffing, scheduling, and resource allocation

Scheduling & Real-Time Management

• Direct the development and maintenance of staffing schedules across multiple locations and lines of business

• Oversee real-time monitoring and intra-day adjustments to achieve customer SLA and operational performance targets

• Partner with Operations leadership to ensure schedule adherence, shrinkage management, and efficient resource allocation

Reporting & Performance Insights

• Deliver comprehensive reporting and analysis on forecast accuracy, schedule adherence, and SLA attainment

• Translate SLA and service-level performance data into actionable recommendations for Operations and senior leadership

• Standardize SLA reporting and metrics to drive consistency and visibility across the organization

Cross-Functional Collaboration & Strategic Initiatives

• Partner with Operations, HR, IT, and Finance to align workforce strategies with business objectives and financial goals

• Serve as the WFM subject matter expert for system configuration, reporting tools, and process optimization

• Lead WFM workstreams for major organizational initiatives such as new product launches, site expansions, and technology upgrades

Continuous Improvement & Innovation

• Evaluate WFM tools, methodologies, and technologies to enhance forecasting, scheduling, and reporting capabilities

• Identify and implement workforce optimization strategies that directly improve SLA performance and customer outcomes

• Recommend and implement automation, self-service, or AI-driven enhancements to optimize workforce efficiency

• Stay current on industry trends and best practices in workforce optimization and apply them to organizational practices

Competencies

• Strong leadership and people management skills
• Advanced analytical and forecasting abilities with a data-driven mindset
• Financial acumen with ability to manage labor cost planning and staffing budgets
• Excellent communication and presentation skills with the ability to influence at all organizational levels
• Strategic thinking with the ability to align workforce strategies to long-term business goals
• Strong collaboration and stakeholder management skills
• Customer focus with ability to align workforce strategies to SLA delivery and client commitments
• Ability to balance operational detail with big-picture planning
• Professionalism, discretion, and ability to manage sensitive information

Qualifications

Education/Certification Requirement

Bachelor’s degree in Business, Analytics, Finance, or Operations Management preferred

Equivalent experience in WFM leadership roles may substitute for formal education

Required

• 5+ years of workforce management experience in a contact center environment, with at least 2 years in a leadership role
• Expertise in forecasting, scheduling, staffing planning, and real-time management for multi-site or multi-channel operations
• Experience partnering with Finance and HR to align staffing strategies with budgets and hiring plans
• Proficiency with WFM systems and tools (real-time adherence, forecasting, scheduling modules, ie NICE CX)
• Strong Excel and data analysis skills with the ability to develop and interpret complex reporting

Preferred

• Experience leading WFM in large-scale, high-volume contact center environments
• Familiarity with advanced workforce optimization technologies, automation, or AI-driven scheduling tools

#LI-REMOTE

You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.