The Workforce Manager will play a crucial role inensuring efficient call center operations by overseeing scheduling,forecasting, real-time management, and analytics through adedicated team. The ideal candidate will have excellent analyticalskills, strong communication abilities, team developmentexperience, and the flexibility to thrive in a dynamic startupenvironment. Key Responsibilities 1. Develop and implementworkforce management strategies, including creating forecasts,scheduling, and real-time adherence. Assist in negotiating requiredheadcounts based on forecasted data and business needs. 2. Overseethe monitoring of real-time call volumes, staffing levels, andagent adherence, ensuring timely adjustments to meet service-levelgoals through direct supervision and guidance of Real-Time Analysts(RTAs). 3. Develop and mentor team members, providing ongoingcoaching and professional growth opportunities. 4. Own and managethe invoicing process, ensuring accuracy, timeliness, and effectivecommunication with internal stakeholders and clients. 5. Lead andoversee the payroll reporting process, ensuring accuracy,compliance, and timely submission in coordination with HR andFinance teams. 6. Analyze historical call data to accuratelyforecast staffing requirements, predict trends, and proactivelymanage potential impacts. 7. Create, publish, and maintain accurateagent schedules, incorporating training, meetings, breaks,vacations, and absences. 8. Lead the creation and maintenance ofoperational and financial dashboards and metrics reports, providingclear and insightful analytics to support business decisions. 9. Provide timely and detailed reporting on workforce performancemetrics, including adherence, occupancy, service levels, andproductivity. 10. Collaborate closely with Operations Managers,Supervisors, and HR to align workforce planning with businessobjectives. 11. Utilize workforce management tools to ensureeffective resource utilization and maximum operational efficiency.12. Continuously improve workforce management processes throughregular evaluation and feedback. Qualifications 1. Minimum of 3-5years of Workforce Management experience in a call centerenvironment. 2. Advanced proficiency in workforce managementsoftware; experience with AWS is highly desirable. 3. Exceptionalwritten and verbal communication skills (minimum B2+ to C1 Englishproficiency required). 4. Demonstrated capability in mentoring,developing, and leading small teams. 5. Proven expertise inforecasting, scheduling, invoicing, payroll reporting, dashboardcreation, and real-time operations management. 6. Stronganalytical, problem-solving, and organizational skills. 7. Capacityto multitask and rapidly adapt in a fast-paced startup environment.8. Bachelor’s degree in Business Administration, OperationsManagement, or a related discipline preferred, though notmandatory. Reporting Structure: Reports to: Director of OperationsSupervises: RTA and WFM Analyst Metrics for Success: 1. Achievementand maintenance of targeted service-level agreements (SLAs) 2. Accuracy of forecasts compared to actual staffing needs(forecasting variance) 3. Improvement and consistency in agentadherence and occupancy rates 4. Timeliness and accuracy of payrolland invoicing processes 5. Quality and clarity of operational andfinancial dashboards and reports 6. Employee engagement andsatisfaction within the workforce management team 7. Effectiveheadcount utilization aligned with business growth objectivesSeniority level Mid-Senior level Employment type Full-time Jobfunction Project Management and Information Technology IndustriesBusiness Consulting and Services #J-18808-Ljbffr