Workforce Manager, Employer Services
Core
Forecast, staff, schedule, and manage real-time operations for a multichannel contact center supporting 401(k) plan sponsors and payroll administrators.
Role type
Senior Workforce Manager (Contact Center)
Builds
Staffing schedules, capacity forecasts, and real-time queue management for phone, email, and case queues.
Domain
Financial Services / Retirement Planning / Contact Center Operations
Required skills
Workforce management, forecasting, capacity planning, multichannel queue management, advanced Excel, WFM tools, data analysis, stakeholder communication, process optimization
Preferred skills
401(k) or retirement plan services knowledge
Technologies
WFM tools, case management systems, Excel
Responsibilities
Build and maintain short- and long-term forecasts for call, email, and case volume; model staffing needs and hiring plans; build schedules meeting service-level goals; monitor queues intraday and adjust staffing; own WFM reporting on service levels, occupancy, and shrinkage; administer WFM and case management tools; document WFM policies and procedures.
Seniority
Senior, hands-on IC
