Workforce Management Manager (Contact Center)

The role

We're building a bench of experienced workforce management leaders for US clients. You'll own the whole WFM function for one US contact center: the forecast, capacity plan, schedules and intraday management, and the analysts and real-time analysts who run it with you. It matters because every interval that is understaffed is a caller who hangs up and doesn't call back, and every interval that is overstaffed is payroll the business never gets back. Day to day you'll work with the contact center's director and operations leaders, with Neon Link behind you. People do well here if they can build a forecast from messy data, defend it to leadership in plain language, and coach a team to run it without them in the room. In your cover note, tell us the largest operation you've planned for, the WFM platforms you've run, and one forecast or schedule change you're proud of. The client meets you for a final interview before you start. Selected candidates are interviewed now and matched to a client engagement as it opens.

What you'll do

• Own the long-range, monthly, weekly and interval forecast for every queue, channel and skill, using call history, seasonality, campaign and marketing inputs
• Build the capacity plan: required headcount by interval, shrinkage, attrition and hiring timelines, and tell leadership plainly what happens to service level at each staffing level
• Design and publish schedules and shift patterns that cover the demand curve while staying fair to the team
• Set up or tune the WFM platform, skills, routing inputs and reporting so the numbers are trusted
• Lead, coach and quality check the WFM analysts and real-time analysts, and help the client hire and onboard them
• Run intraday strategy with operations: overtime, voluntary time off, break and training moves, and skill changes when volume shifts
• Report weekly on forecast accuracy, service level, abandonment, adherence, occupancy and shrinkage, with the reasons behind each miss
• Document every forecasting method, schedule rule and intraday playbook so the function runs the same on your day off

What you bring

• 5 or more years of contact center workforce management, including at least 2 years leading WFM analysts, schedulers or real-time analysts
• Hands-on experience forecasting and scheduling inbound voice for a US operation; outbound, blended, chat and email queues are a plus
• Deep working knowledge of at least one WFM platform such as NICE IEX, Verint, Aspect, Genesys, Calabrio or Five9
• Strong Excel: Erlang C, pivot tables, lookups and building a staffing model from scratch
• Able to explain a staffing tradeoff to a non-WFM leader in plain, confident English, in writing and on a call
• Comfortable owning the number: you set the forecast, you explain the miss, you fix the model
• Able to work US hours, a night shift that usually starts between 9pm and 1am Manila time, with flexibility for month-end, launches and peak days
• A quiet, private workspace, wired internet of at least 25 Mbps with a backup connection, a plan for power outages, a computer that runs the client's tools, and a headset with a working webcam
• Willing to sign a confidentiality agreement and pass a background check, and to follow client rules for personal data
• Education: bachelor's degree in any field preferred, not required; WFM experience matters more

You'll do well here if

Why Neon Link

At Neon Link, we take care of the people who do the work, and we build the structure good people deserve. We uphold our core values:

• DO THE WORKWe show up prepared and finish what we start.
• GET THE CREDITYour work is visible, and it is yours.
• SAY IT STRAIGHTClear updates, honest answers, no surprises.
• OWN ITWe fix problems before anyone has to ask.
• KEEP LEARNINGWe get a little better every week.