Manager , WFM

Responsibilities

• People Leadership
• Lead, mentor, and performance‑manage a team of WFM Leads, Analysts, and Senior Analysts
• Build team capability across forecasting, capacity planning, scheduling, real‑time management, and reporting
• Foster a culture of accountability, continuous improvement, and data‑driven decision‑making
• Scheduling & Optimization
• Govern end-to-end scheduling and optimization in alignment with IEX daily and weekly rules or patterns , ensuring a balance between service levels, operational efficiency, and employee experience.
• Create and maintain future activities in IEX , ensuring accurate updates for meetings, planned time-off (PTOs), and all off-phone activities such as training, coaching, and project work.
• Leverage IEX capabilities to manage time-off allotments, VTO, Waitlist approvals and shrinkage inputs while maintaining staffing accuracy and fairness.
• Drive schedule adherence strategies , workforce flexibility, and multi-skilling initiatives to enable dynamic resource allocation across queues and functions.
• Ensure schedules are continuously calibrated to volume trends, staffing models, contractual requirements , and evolving business needs.
• Promote agility in scheduling decisions , enabling rapid adjustments based on business priorities, demand fluctuations, and operational risks.
• Real-Time Management
• Oversee real-time monitoring of service performance against multiple goals, including SLAs, productivity, occupancy, and customer experience metrics, using IEX and supporting tools.
• Ensure proactive intraday management , including adherence tracking, staffing adjustments, and workload balancing across multi-skilled resources.
• Drive agile, data-driven decision-making to mitigate risks to service levels and optimize operational outcomes in real time.
• Collaborate with cross-functional teams to enable swift escalation handling and recovery actions , maintaining consistency in service delivery.
• Stakeholder Management
• Act as a trusted advisor to Operations, Finance, HR, and senior leadership.
• Communicate workforce risks, opportunities, and recommendations clearly and confidently.
• Support strategic initiatives, scorecards, and executive reporting needs.
• Required Skills & Competencies
• Graduation with 13+ years of contact centre experience, including Workforce Management exposure and minimum 3+ years of people leadership and team development experience.
• Mandatory scheduling and RTA experience in NICE IEX (End-to-end set up of scheduling, Daily & weekly rules, Pattern management, Future activities, Time-off groups).
• Solid understanding of WFM KPIs (SL, ASA, AHT, shrinkage, occupancy, adherence).
• Excellent communication and stakeholder management skills. Proven ability to lead, coach, and influence teams in a fast-paced environment.
• Ability to influence stakeholders and communicate complex insights in a clear executive manner.

Benefits

Additional Information

Ascensus is the leading independent technology and service platform powering savings plans across America, providing products and expertise that help nearly 16 million people save for a better today and tomorrow. Job Overview: The Workforce Management Manager leads and develops a team of WFM Leads, Analysts, and Senior Analysts responsible for end‑to‑end workforce planning and execution. This role drives forecasting accuracy, capacity planning, scheduling efficiency, real‑time performance management, and reporting excellence to support business objectives, service levels, and cost optimization.

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