Manager, Workforce Planning

Summary 

The WFM Manager partners with operational stakeholders and providers to deliver key customer and business metrics through overseeing workforce planning, scheduling/partner staffing, labor optimization, and real-time analytics.  This role partners with cross-functional teams to forecast labor needs, analyze trends, manage WFM projects, and implement best practices in workforce management ensuring efficient operations and delivering best in class service.   

What you’ll do: 

• Lead the development and execution of workforce management strategies, including forecasting, labor planning, scheduling, and real-time management. 

• Analyze labor data and business trends to optimize staffing levels and improve productivity. 

• Collaborate with operations, HR, and finance teams to align labor plans with business objectives. 

• Oversee the implementation and maintenance of WFM systems and tools. 

• Monitor key performance indicators (KPIs) related to service levels, staffing/labor efficiency, and cost control. 

• Provide training and support to managers and associates on WFM processes and tools. 

• Ensure compliance with labor laws, company policies, and staffing guidelines. 

• Prepare and present reports on workforce metrics and recommendations to senior leadership. 

What you’ll bring: 

• Bachelor’s degree in Business, Operations Management, Human Resources, or related field (preferred). 

• 12 to 16 years of experience into Workforce Strategy and Management 

• 7+ years of experience in workforce management, Real Time Analysis, or related field. 

• Strong analytical and problem-solving skills. 

• Leadership/mentoring skills and ability to develop front line WFM resources.   

• Proficiency with WFM software and Microsoft Office Suite. 

• Excellent communication and leadership abilities. 

• Ability to work in a fast-paced, dynamic environment.