Workforce Management Manager

Overview: - Super.com seeks a Workforce Management (WFM) Manager to optimize contact center operations. - The role involves managing relationships with BPO WFM teams and collaborating on workforce management strategies. - Responsibilities include developing metric reporting, forecasting and scheduling models, and monitoring contact volume fluctuations. Key Responsibilities: - Relationship Management with BPO WFM teams. - Collaboration with Operations, Business Development, and Finance teams for data analysis and workflow inputs. - Metric Reporting and Analysis for aligning staffing levels with contact center demand. - Forecasting and Scheduling to meet service level targets and operational requirements. - Continuous Improvement through initiative, independent judgment, and analytical skills. Requirements/Skills/Qualifications: - Minimum 3 years of experience in a WFM role in a contact center environment. - Proven experience managing BPO WFM relationships and collaborating with external partners. - Strong background in metric reporting and optimizing workforce management strategies. - Experience in developing forecasting and scheduling models. - Familiarity with WFM software and tools, change management, process improvement, budget planning, and project management. - Experience in travel/hospitality, fintech, or SaaS industries is preferred. Compensation & Benefits: - Salary range: $81,000 - $150,000 a year, dependent on experience. - Remote work flexibility, unlimited PTO, recharge days, travel discounts, UberEats credit, annual company offsites. - Competitive salary packages, equity options, wellness budgets, personal and team-level development budgets. - Equal opportunity employer, non-discrimination policy, accommodations available upon request.