Manager, Workforce Management

About the role

A LITTLE BIT ABOUT Boldr Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. We are a global team, united by our desire to connect diverse people with common values for boldr impact. We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. LET'S START WITH OUR VALUES Meaningful connections start with AUTHENTICITY We do our best work by being CURIOUS We grow by remaining DYNAMIC Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE At the heart of great partnerships we'll always find EMPATHY WHAT IS YOUR ROLE As a Manager, Workforce Management, you will lead the Workforce team within a 24/7 BPO environment supporting email and chat operations. The role is responsible for shaping and driving the WFM strategy across the CX Operations and Support Practice. This is a high impact role focused on building and strengthening workforce planning capabilities, including designing staffing frameworks, leveraging AI and modern tools to model workforce needs, and supporting clients as they scale their operations. You will report to the Director, CX Operations and Support Practice, and work closely with the QA, Technical Services, and Implementations teams. WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. WHAT WILL YOU DO Leadership & Workforce Operations Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth. Foster a culture of accuracy, accountability, and continuous improvement across the Workforce Management function. Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations. Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations. Staffing Planning & Headcount Modeling Build and maintain data-driven staffing plans for Boldr's current and potential teams and client accounts, translating volume forecasts into headcount recommendations. Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks. Create scenario models for ramp, attrition, seasonal demand, and new program launches. Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models. Ensure capacity plans align with client targets, budgets, and operational resources. Client Growth & Expansion Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts. Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines. Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives. Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction. Scheduling & Capacity Management Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met. Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments. Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels. Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage. Real-Time Management & Performance Monitoring Oversee intraday monitoring of volumes, queues, and agent performance. Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets. Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks. Data & Reporting Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients. Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence. Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes. Partner with data and analytics team members to evolve reporting infrastructure as the practice scales

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Boldr? Share your experience