Call Center Workforce Manager

Description:

NOTE: This opportunity will be forthcoming in Q2 2026. It is open to full-time employment (no C2C or 1099 engagements, please). The candidate MUST be a U.S. Citizen or a Permanent Resident (Green Card Holder). This is a remote opportunity and the candidate MUST reside and have resided in the U.S. for the past 3 years.

Daily Responsibilities

• Oversee the 24/7/365 SOS Team and manage overall scheduling for the operations team.
• Forecast, schedule, and plan the workforce distribution to ensure service levels are consistently met across all client interaction channels, phone, email, chat, and web submissions.
• Leverage forecasted data to create agent schedules, manage intraday activities, and optimize staffing resources in line with productivity targets and business rules.
• Prepare and present staffing and forecast reports, identify service level risks, and recommend corrective actions to leadership.
• Design flexible and adaptive staffing plans to support staff morale while effectively responding to demand fluctuations caused by environmental or operational impacts.

Requirements:

• Must be a U.S. Citizen or Permanent Resident (Green Card Holder).
• Must currently reside and have resided in the U.S. for the past 3 years.
• Must be able to complete/pass/hold a Federal Public Trust Investigation.
• This is a remote opportunity, and the candidate must reside in the United States, preference given to candidates residing in the Washington DC / Baltimore MD metro area.
• 7+ years of progressive business experience.
• 5+ years of workforce scheduling experience in a 24/7/365 contact center or customer service environment.
• Experience working with or in a federal government environment (i.e. as an employee or contractor).
• Experience in HR or Workforce Management scheduling or time and attendance systems
• People management experience.
• Direct customer service experience.
• Excellent analytical skills, attention to detail, and strong problem-solving abilities.
• Excellent communication and collaboration skills.

Our Comprehensive Benefits Package Includes:

• 401(k) Retirement Plan (Employer Match)
• Health Insurance Plans (Medical, Rx, Dental, and Vision – Open Access)
• Long Term and Short-Term Disability (Company Paid Benefit)
• Life Insurance (Company Paid Benefit)
• Employee Assistance Program (EAP)
• Generous Paid Time Off (PTO)
• Paid Holidays
• Voluntary Life and AD&D Insurance
• Discount Programs for Consumer Products and Wellness Services

Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs. The annual salary range for this position is $65,000-$90,000.