Manager - Workforce Management

Draper, Utah Requisition Number R0037636


  • Develop and execute workforce management plans to ensure queues are staffed to meet our customer needs
  • Oversee short term forecasting function, developing success measures and driving continuing improvement in the forecasting process
  • Deploy effective scheduling and staff management strategies to balance achieving service levels and efficiency targets
  • Develop and deliver regular updates to executives on insights, and trends to help inform and guide critical business decisions.
  • Partner with key stakeholders to determine the optimal staff plans for each plan group
  • Engage with operations management team to ensure capacity plans are executed as designed
  • Work closely with the volume analytics team to determine the volume margin of error to ensure staffing levels adequately mitigate risk.
  • Build labor plans to support business initiatives and operational excellence projects
  • Plan staffing levels, and resource needs to enable the operations to achieve service level and customer satisfaction objectives.
  • Analyze historical productivity and staffing trends regularly and deliver recommendations to enhance and improve the network.
  • Develop innovative call routing and skilling strategies to maximize the workforce to support our customers
  • Support the execution of business continuity plan execution


  • 10+ years of experience in Capacity Planning or Workforce Management
  • 5+ years of experience in people leadership
  • Deep experience in developing and executing workforce plans
  • Excellent communication skills and the ability to influence executives
  • Strong project and people management skills

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