Workforce Manager

Workforce Manager

Location - San Antonio, TX / Full Time / Great Benefits

Workforce Manager

We are seeking an experienced Workforce Manager to lead the Workforce Management (WFM) function supporting mission-critical service delivery operations in a highly regulated government environment. This leader owns end-to-end workforce planning - long- and short-range forecasting, capacity modeling, scheduling, and real-time/intraday management - and translates demand assumptions into defensible staffing plans that protect service levels and contract performance commitments. The Workforce Manager partners closely with operations, recruiting, finance, and program leadership to align labor supply with fluctuating workload, and serves as the authority on WFM tools, methodology, and reporting. This role directly supervises and develops a team of forecasting, scheduling, and real-time analysts.

Key Responsibilities

• Lead the Workforce Management team responsible for forecasting, capacity planning, scheduling, and real-time monitoring, ensuring service level, occupancy, and productivity targets are consistently achieved.
• Develop and maintain short-, mid-, and long-range staffing plans that convert workload forecasts into net FTE requirements using AHT, shrinkage, occupancy, attrition, and multi-skill routing assumptions.
• Analyze historical volume, seasonality, and business drivers to produce statistically sound demand forecasts at interval, daily, weekly, monthly, and annual horizons.
• Own forecast accuracy governance, including variance and bias analysis, assumption tracking, and continuous recalibration of models.
• Direct schedule design, publication, and change management to maximize coverage and adherence while balancing employee experience and policy constraints.
• Oversee intraday management playbooks - reforecasting, skilling changes, queue and routing adjustments, overtime/undertime, and backlog recovery - to protect service commitments during volume spikes and unplanned events.
• Partner with operations, recruiting, training, and finance to align hiring, ramp timing, backfill, and cross-training plans with capacity requirements and budgeted headcount.
• Monitor and report workforce KPIs (service level, ASA, abandonment, adherence, utilization, forecast accuracy, shrinkage, cost per unit of work) and translate them into actionable recommendations.
• Prepare and deliver executive-level reports, dashboards, and briefings covering workforce performance, staffing risk, and mitigation recommendations.
• Lead workforce planning for surge events, special projects, seasonal peaks, transitions, and contingency scenarios through scenario and "what-if" modeling.
• Drive process improvement and standardization of WFM practices, methodologies, and tool utilization across supported lines of business.
• Ensure compliance with applicable labor regulations, timekeeping requirements, contract terms, workplace policies, and company standards.
• Provide coaching, performance feedback, goal setting, and development planning for team members to build bench strength and engagement.

Required Qualifications

• Bachelor's degree in business management, human resources, operations, analytics, or a related field.
• Minimum of 4 years of management or team leadership experience in workforce planning, service delivery, or operations management.
• Demonstrated expertise in workload forecasting, capacity modeling, scheduling, and quantitative data analysis.
• Hands-on proficiency with enterprise workforce management platforms and reporting/BI tools.
• Proven record of monitoring and achieving KPI commitments tied to service level, efficiency, and productivity.
• Excellent written and verbal communication skills, including the ability to present staffing analysis and recommendations to senior leadership.
• Strong leadership and organizational skills with the ability to manage cross-functional relationships across operations, HR, recruiting, and finance.
• Candidates must be US citizens and will be required to undergo a background investigation in order to gain access to sensitive or classified information.

Preferred Qualifications

• Certified Workforce Planning Professional (CWPP), or comparable WFM/workforce planning certification.
• Experience with workforce optimization suites such as NICE, Verint, Kronos/UKG, Genesys, Aspect, or equivalent.
• Experience leading workforce strategies in a dynamic, high-volume, fast-paced service environment.
• Experience supporting government or other highly regulated contract environments with defined service level agreements and staffing deliverables.
• Working knowledge of Erlang-based staffing models, scenario planning, and advanced Excel/SQL or comparable analytics tooling.
• Knowledge of best practices in time management, team engagement, and resource allocation.

Job Specific Skills

• Demand forecasting and time-series/statistical modeling
• Capacity planning and FTE requirement modeling (AHT, shrinkage, occupancy, attrition)
• Schedule design, optimization, and adherence management
• Real-time/intraday management and service level recovery
• WFM platform administration and configuration
• Workforce analytics, KPI reporting, and executive data storytelling
• Scenario and contingency ("what-if") planning
• Cross-functional stakeholder management and hiring plan alignment
• Labor compliance and policy governance
• People leadership, coaching, and performance management

Location : San Antonio, TX

Salary - $ 66,000 to 94,000 K

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