What does a Workforce Manager do?
Workforce managers oversee productivity at companies by assessing, analyzing, and reporting employee productivity at the individual, departmental and institutional levels. They determine the best way to utilize employees’ productivity skills using techniques and theories of workforce management. They track laborer time using daily, weekly, and monthly measurements and use workforce optimization software to improve efficiency and forecast staffing needs taking contact volume and headcount requirements into account.
Workforce managers assist with scheduling, process time-off requests, and generate reports to show productivity and performance changes. They provide company leaders with efficiency updates and uphold high customer service standards through real-time monitoring and other methods. They ensure a company has enough staff based on its operational objectives, forecast staff volume needs, and monitor work performance. Workforce managers need a bachelor's degree in a business-related field or equivalent experience, and human resources experience is preferred.
- Escalate contact center interruptions to appropriate Executive Leadership Staff in a quick timely fashion.
- Execute on budget forecasts and owns the development and implementation of staffing and metric models, reporting and analysis.
- Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
- Train team members, managers, and trainers on the use of workforce planning tools.
- Communicate with management and operations team to ensure compliance with client and company dialing standards.
- Modify call routing and campaign dialing to ensure calls are handled and dialed appropriately.
- Develop reporting processes, dashboards and presentations to fulfill senior leadership reporting needs.
- Collaborate to develop product marketing plans including market research, positioning, value proposition, and messaging that resonate with our target customers.
- Help drive continuous improvement to increase productivity, accuracy, and improve case management staffing levels.
- Assist service line leaders with QC tracking and management.
- Work with VP of Program and other senior staff to implement organizations new strategic plan.
- Work with clients and use data to identify the changing skills workers will need, skills adjacencies, and craft learning and career path plans based on objectives
- Help teams design and craft ways for employees to learn and to roll out the continuous learning people need to perform effectively as organizations pivot at speed and scale.
- Assist management to design digital learning models that include using Artificial Intelligence for skills development and content curation.
- Bachelor's or Graduate's Degree in business, IT, data science, or business administration.
- Negotiation abilities and time management skills.
- A confident, natural leader and problem solver with demonstrated critical thinking and collaboration skills.
- Advanced understanding of business process analysis.
- Strong command of English language and good communication skills.
- Comfortable with Agile practices.
How much does a Workforce Manager make near United States?
Workforce Manager Career Path
Learn how to become a Workforce Manager, what skills and education you need to succeed, and what level of pay to expect at each step on your career path.
Years of Experience Distribution
Workforce Manager Insights
“I didn’t see the opportunities for growth that I was looking for out of my career.”
“Great team members in Costa Rica and people are the best.”
“Great freedom and autonomy.”
“It is my first job and it gave a sense of ownership and belonging since day 1.”
“Working at Aspen was my first taste of being given full autonomy in my job role.”
“Great support and guidance with clear incentives to progress my career and salary.”
“ClearSource provided a great opportunity to learn about leadership and to achieve career goals.”
“I am always challenged and given opportunities to grow and learn.”
Workforce Manager Interviews
Frequently asked questions about the roles and responsibilities of a Workforce Manager
- Program Manager
- Operations Program Manager
- Technical Program Manager
- Workforce Management Analyst