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.

What responsibilities are common for Workforce Manager jobs?
  • 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.
What are the typical qualifications for Workforce Manager jobs?
  • 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.
Education--
Work/Life Balance
3.8 ★
Total Pay--
Career Opportunity
3.9 ★
Avg. Experience2-4 years

How much does a Workforce Manager make?

Confident
$74,085 /yr
Total Pay
$68,203
 /yr

Base Pay

+
$5,882
 /yr

Additional Pay

$74,085

 / yr
$48K$114K
Most Likely Range
Possible Range
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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.

Workforce Manager

Years of Experience Distribution

0 - 1
5%
2 - 4
38%
5 - 7
34%
8+
23%
Not including years spent in education and/or training

Workforce Manager Insights

Read what Workforce Manager professionals have to say about their job experiences and view top companies for this career.
Aspen MedicalAspen Medical
Workforce Coordinator
Jan 9, 2022

“I didn’t see the opportunities for growth that I was looking for out of my career.”

Purdue UniversityPurdue University
Workforce Manager
Jul 27, 2021

“Great freedom and autonomy.”

Sitel GroupSitel Group
Senior Workforce Coordinator
Nov 11, 2021

“It is my first job and it gave a sense of ownership and belonging since day 1.”

SmoothstackSmoothstack
Director of Workforce Development
Sep 22, 2020

“I have not been able to get to know team members outside of my core team very well.”

Aspen MedicalAspen Medical
Workforce Coordinator
Jan 9, 2022

“Working at Aspen was my first taste of being given full autonomy in my job role.”

WorkchainWorkchain
Workforce Coordinator
Sep 6, 2021

“Great support and guidance with clear incentives to progress my career and salary.”

ICFICF
Workforce Manager
Jul 13, 2022

“I am always challenged and given opportunities to grow and learn.”

DXC TechnologyDXC Technology
Workflow Lead
Apr 20, 2022

“Not a good pay master”

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Workforce Manager Interviews

Frequently asked questions about the roles and responsibilities of a Workforce Manager

The most similar professions to Workforce Manager are:
  • Program Manager
  • Operations Program Manager
  • Technical Program Manager
  • Workforce Management Analyst

Related Careers

Program Manager
$101,069
No skills overlap
Operations Program Manager
$131,746
Technical Program Manager
$156,926
No skills overlap
Workforce Management Analyst
$59,040
No skills overlap

Workforce Manager Jobs