Manager, Workforce Management

Independence Pet Group

. Lead, coach, and develop a workforce management team .

Posted 10/6/2026full-timeRemote • United StatesSeniorLead💰 $82,275 - $102,843 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management, including forecasting, scheduling, and capacity planning, while effectively leading and developing teams in a high-volume contact center environment. Proficient in analyzing operational data to drive performance improvements and ensure compliance with service objectives.

Highest-signal resume keywords

Workforce ManagementForecastingSchedulingPeople LeadershipData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingSchedulingCapacity PlanningReal-Time AdherenceOccupancy ManagementUtilization ManagementService Level PlanningData InterpretationPerformance AnalysisCost Efficiency

Soft Skills

Strong Communication SkillsLeadershipCollaboration

Tools & Technologies

Microsoft ExcelPowerPointWordOutlookWorkforce Management PlatformsTelephony SystemsCRM ToolsQuality Monitoring SystemsBusiness Intelligence Dashboards

Industry Keywords

Contact Center OperationsCapacity ModelingIntraday ManagementPerformance MetricsOmnichannel Support

About the role

Key responsibilities & impact

Lead, coach, and develop a workforce management team
Develop short- and long-term staffing forecasts using volume, handle time, seasonality, growth, marketing, product, claims, and business data
Create and maintain staffing models supporting service level, speed of answer, abandonment, productivity, occupancy, utilization, shrinkage, training, sales, retention, and budget objectives
Oversee schedule development, shift bids, time-off planning, shrinkage assumptions, and coverage strategies for internal and outsourced teams
Monitor real-time contact center performance and direct intraday actions
Provide operational leaders with insights on volume trends, staffing gaps, service risks, queue performance, and mitigation plans
Partner with customer service, sales, claims, billing, retention, quality assurance, training, compliance, product, finance, analytics, technology, and vendor teams
Establish daily, weekly, monthly, and executive workforce management reporting rhythms
Analyze performance trends and root causes to improve forecast accuracy, schedule efficiency, adherence, productivity, and cost-to-serve
Support product launches, partner programs, regulatory changes, process updates, technology implementations, and contact routing changes
Ensure compliant, accurate, and empathetic service processes
Develop dashboards, reports, and performance narratives with recommendations and action plans
Partner with vendor management and BPO partners on staffing plans, forecast assumptions, schedule coverage, performance risk, and operational readiness
Drive continuous improvement through workforce tools, automation, AI-enabled forecasting, self-service reporting, and process enhancements
Perform other duties and responsibilities as assigned

Requirements

What you’ll need

7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or a related field
3+ years of people leadership experience, including experience leading workforce management analysts, schedulers, real-time analysts, or operations support professionals
Experience supporting a high-volume, multi-skilled contact center environment across channels such as phone, email, chat, messaging, case management, or back-office workflows
Strong knowledge of forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modeling
Ability to interpret operational data, identify trends, assess root causes, and translate insights into practical recommendations
Experience partnering cross-functionally with operations, training, quality assurance, finance, technology, analytics, compliance, and vendor teams
Strong communication skills with frontline leaders, senior leaders, and non-technical stakeholders
Proficiency with Microsoft Excel, PowerPoint, Word, Outlook, reporting dashboards, and workforce management or contact center platforms
Ability to work in a fast-paced, performance-driven environment
Preferred: experience managing remote, hybrid, multi-site, omnichannel, or outsourced contact center teams
Preferred: hands-on experience with workforce management platforms, telephony systems, CRM tools, quality monitoring systems, and business intelligence dashboards
Preferred: experience improving forecast accuracy, schedule efficiency, adherence, service level performance, and cost efficiency
Preferred: Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or a related field, or equivalent practical experience

Benefits

Comp & perks

Comprehensive full medical, dental and vision Insurance
Basic Life Insurance at no cost to the employee
Company paid short-term and long-term disability
12 weeks of 100% paid Parental Leave
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)
Retirement savings plan
Personal Paid Time Off
Paid holidays and company-wide Wellness Day off
Paid time off to volunteer at nonprofit organizations
Pet friendly office environment
Commuter Benefits
Group Pet Insurance
On the job training and skills development
Employee Assistance Program (EAP)
Bonus or incentive pay eligibility