Manager, Workforce Management

October 23

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

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Favor Delivery

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Favor is the easiest way to get anything you want in your city delivered to your door in under an hour. Whether it’s lunch at the office, groceries for home or those errands you just don’t have time for — your personal assistant (we call them Runners) can deliver it in just a few taps.Favor currently operates in over 200 cities across Texas.

201 - 500 employees

💰 $22M Series B on 2017-09

📋 Description

• Own, and be responsible for, the full workforce management cycle, including but not limited to: forecasting, capacity planning, scheduling, real-time monitoring, and reporting for our Favor contact center teams (onshore and offshore) providing support via Phone, Chat, Email and Tickets. • Lead the analysis of historical volume trends across all contact channels to generate short- and long-term demand forecasts that support staffing and operational planning. • Regularly review and translate forecasts into actionable staffing models that align with service level agreements (SLAs), productivity goals, and budgets. • Regularly evaluate, design, and propose efficient Specialist schedules; you’ll own and manage the actual shift bid process (up to several times per year), and ensure coverage meets demand fluctuations. • Review, recommend and implement workflows/staffing models that result in higher efficiency, lowered cost and better agent utilization across our contact center teams. • Own and oversee our hourly team member PTO process (and approvals/denials) based on capacity, ensuring balance between business coverage and team flexibility. • Proactively own and Identify the need for overtime (OT) or voluntary time off (VTO) based on demand. To that end, you’ll manage reporting and tracking of hours to support operational efficiency and cost control. • Directly manage, coach, and support a high-performing team of Workforce Management Real-Time Coordinators, providing regular feedback, development opportunities, and performance assessments while fostering a culture of excellence and accountability. • Partner closely with offshore BPO WFM team to ensure our shared goals are achieved and we are maximizing productivity and performance. • Provide detailed reports, dashboards, and trend analysis to inform executive decision-making and drive continuous improvement.

🎯 Requirements

• A relevant degree (or comparable formal training, certification, or work experience) • 7+ years of experience in a workforce planning, capacity management, and strategic scheduling role within a support contact center environment. • 5+ years of experience in a Workforce Management leadership role (leading people, programs, and reporting) within a support contact center environment, including direct people management and operational ownership across forecasting, capacity planning, and real-time execution. • Strong command of workforce management platforms (e.g., Playvox, Teleopti, NICE, Verint) and comfort using them to manage forecasting, scheduling, and reporting functions. • High proficiency in analyzing operational data, modeling scenarios, and presenting insights to leadership. • Strong ability to coach, support, and performance manage a team of Coordinators, including feedback, career development, and accountability. • Proven success working cross-functionally and influencing outcomes across teams. • Excellent organizational skills with the ability to manage competing priorities in a fast-paced setting. • Exceptional communication skills with the ability to convey complex workforce data clearly.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development