Workforce Management Manager

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OneSource Virtual

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B2B • SaaS • Finance

OneSource Virtual is a leading provider of business process as a service (BPaaS) solutions tailored for Workday customers. They specialize in automating administrative tasks related to payroll, benefits administration, and finance & accounting services. With a strong focus on accuracy and proactive support, OneSource Virtual helps organizations maximize their Workday investment, enabling them to reclaim internal resources and streamline processes through expert services and innovative technology.

501 - 1000 employees

Founded 2008

🤝 B2B

☁️ SaaS

💸 Finance

💰 Series B on 2015-06

📋 Description

• Lead and develop a team of WFM Analysts, providing coaching, training, and performance feedback • Establish departmental goals, metrics, and best practices for workforce planning and real-time management • Oversee the creation of accurate call volume, workload, and staffing forecasts across daily, weekly, monthly, and annual intervals • Develop long-term staffing models to support growth, acquisitions, and new business initiatives • Partner with HR and Operations to translate staffing plans into hiring and training strategies • Monitor and refine shrinkage, attrition, and occupancy assumptions to ensure accurate staffing models • Partner with Finance and senior leadership to align staffing and workforce models with budgeted headcount and labor cost targets • Track variances between forecasted and actual labor spend, providing insights and recommendations to minimize cost overruns • Identify cost savings opportunities through optimized staffing, scheduling, and resource allocation • Direct the development and maintenance of staffing schedules across multiple locations and lines of business • Oversee real-time monitoring and intra-day adjustments to achieve customer SLA and operational performance targets • Deliver comprehensive reporting and analysis on forecast accuracy, schedule adherence, and SLA attainment

🎯 Requirements

• Bachelor’s degree in Business, Analytics, Finance, or Operations Management preferred • Equivalent experience in WFM leadership roles may substitute for formal education • 5+ years of workforce management experience in a contact center environment, with at least 2 years in a leadership role • Expertise in forecasting, scheduling, staffing planning, and real-time management for multi-site or multi-channel operations • Experience partnering with Finance and HR to align staffing strategies with budgets and hiring plans • Proficiency with WFM systems and tools (real-time adherence, forecasting, scheduling modules, ie NICE CX) • Strong Excel and data analysis skills with the ability to develop and interpret complex reporting

🏖️ Benefits

• Career Inquiries? If you have a question about one of our positions, please email recruiting@onesourcevirtual.com. • Can't find a job opening that meets your interest? Submit your contact information and resume to receive job alerts. • Upward mobility • Professional development with opportunities of all kinds • Values-based culture