workforce management manager

HungerStation | هنقرستيشن

<div>
 HungerStation is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 <strong>
  Key Activities:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Manage third-party picker workforce operations by sourcing and onboarding suitable partners, coordinating picker interviews, aligning on store coverage and shift requirements, and ensuring operational readiness including transportation arrangements, housing proximity, and on-time attendance at assigned stores.
  </li>
  <li>
   Monitor and improve in-store picker performance by tracking attendance, hygiene standards, and operational productivity; coordinating training and feedback with partners; and requesting replacements when performance does not meet HungerStation standards within the defined improvement period.
  </li>
  <li>
   Analyze workforce and operational performance metrics (e.g., utilization, adherence, attendance) to identify inefficiencies, address store-level workforce gaps, and implement actionable improvements that optimize staffing effectiveness.
  </li>
  <li>
   Manage vendor onboarding and partnership processes by reviewing contracts, evaluating vendor operational readiness, and collaborating with cross-functional teams (Finance, Legal, Procurement, and Operations) to ensure compliance with HungerStation standards and a smooth partner engagement process.
  </li>
  <li>
   Oversee third-party partner performance and accountability, addressing operational issues and lack of responsiveness through structured escalation, applying contractual penalties when applicable, and recommending partnership suspension or termination when vendors consistently fail to meet HungerStation standards.
  </li>
  <li>
   Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance.
  </li>
  <li>
   Participate in the identification and recruitment of key talents for the function.
  </li>
  <li>
   Provide clear directions, prioritize tasks, assign and delegate responsibility, and monitor the workflow.
  </li>
  <li>
   Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.
  </li>
  <li>
   Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
  </li>
  <li>
   Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
  </li>
  <li>
   Uphold a high-performance working environment and promote HS&rsquo;s Values.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   3&ndash;6 years of experience in Workforce Management, Operations Planning, or Capacity Planning
  </li>
  <li>
   Experience in contact center / logistics / operations-heavy environments
  </li>
  <li>
   Proven exposure to forecasting, scheduling, and performance reporting
  </li>
  <li>
   Experience managing cross-functional stakeholders (Operations, HR, Finance, procurement)
  </li>
  <li>
   Bachelor&rsquo;s degree in Engineering, Data science, Computer Science, Supply Chain or a relevant field is required.
  </li>
 </ul>
</div>


Workforce Management Assistant Manager

Tamkeen Technologies

<div>
 Tamkeen Technologies is looking for a detail-oriented and organized
 <strong>
  Workforce Management Assistant
 </strong>
 to join our team. In this role, you will be responsible for supporting the workforce management functions, including forecasting, scheduling, and capacity planning to ensure our customer service operations run smoothly and efficiently. You will work closely with the Workforce Management team to analyze data, track performance metrics, and assist in creating optimal schedules for staff to meet business needs. If you are passionate about data analysis and workforce optimization, we encourage you to apply!
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Assist in the development and maintenance of workforce forecasts based on historical data and projected trends
  </li>
  <li>
   Support the scheduling of staff to ensure adequate coverage for call volume and service level requirements
  </li>
  <li>
   Monitor real-time performance and provide insights into staffing needs and operational efficiency
  </li>
  <li>
   Help analyze data and prepare reports related to workforce performance metrics and service levels
  </li>
  <li>
   Collaborate with team leaders and management to address scheduling conflicts and optimize resources
  </li>
  <li>
   Maintain accurate records of employee schedules, attendance, and performance
  </li>
  <li>
   Assist in identifying trends and making recommendations for process improvements in workforce management
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree in Business Administration, Operations Management, or a related field
  </li>
  <li>
   1-2 years of experience in workforce management, scheduling, or a related analytical role
  </li>
  <li>
   Strong analytical and problem-solving skills, with attention to detail
  </li>
  <li>
   Proficient in Microsoft Excel and experience with workforce management software is a plus
  </li>
  <li>
   Excellent communication and interpersonal skills
  </li>
  <li>
   Ability to work collaboratively with cross-functional teams
  </li>
  <li>
   Strong organizational skills and the ability to manage multiple tasks simultaneously
  </li>
 </ul>
</div>


Workforce Management Assistant

<div><p>Tamkeen Technologies is looking for a detail-oriented and organized <b>Workforce Management Assistant</b> to join our team. In this role, you will be responsible for supporting the workforce management functions, including forecasting, scheduling, and capacity planning to ensure our customer service operations run smoothly and efficiently. You will work closely with the Workforce Management team to analyze data, track performance metrics, and assist in creating optimal schedules for staff to meet business needs. If you are passionate about data analysis and workforce optimization, we encourage you to apply!</p><br>
Responsibilities<ul>
<li>Assist in the development and maintenance of workforce forecasts based on historical data and projected trends.</li>
<li>Support the scheduling of staff to ensure adequate coverage for call volume and service level requirements.</li>
<li>Monitor real-time performance and provide insights into staffing needs and operational efficiency.</li>
<li>Help analyze data and prepare reports related to workforce performance metrics and service levels.</li>
<li>Collaborate with team leaders and management to address scheduling conflicts and optimize resources.</li>
<li>Maintain accurate records of employee schedules, attendance, and performance.</li>
<li>Assist in identifying trends and making recommendations for process improvements in workforce management.</li><br>
</ul><br>
<br>
<b>Requirements</b><br>
<ul>
<li>Bachelor&rsquo;s degree in Business Administration, Operations Management, or a related field.</li>
<li>1-2 years of experience in workforce management, scheduling, or a related analytical role.</li>
<li>Strong analytical and problem-solving skills, with attention to detail.</li>
<li>Proficient in Microsoft Excel and experience with workforce management software is a plus.</li>
<li>Excellent communication and interpersonal skills.</li>
<li>Ability to work collaboratively with cross-functional teams.</li>
<li>Strong organizational skills and the ability to manage multiple tasks simultaneously.</li></ul></div>

Zuria Dor

<div>
 Zuria Dor is looking for an MTO HR- Production Workforce Department to support our production teams by managing workforce planning, attendance, compliance, and employee relations on the production floor.
 <br/>
 <br/>
 Key Responsibilities
 <br/>
 <br/>
 <ul>
  <li>
   Manage HR operations for production staff including attendance, shifts and manpower planning
  </li>
  <li>
   Coordinate hiring, onboarding, and documentation for production workforce
  </li>
  <li>
   Act as a point of contact for production employees for HR-related queries
  </li>
  <li>
   Ensure compliance with labor laws, company policies, and workplace safety standards
  </li>
  <li>
   Support performance tracking, discipline management, and grievance handling
  </li>
  <li>
   Maintain accurate HR records and reports related to production staff
  </li>
  <li>
   Work closely with production managers to address workforce challenges
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in HR, Business Administration or related field
  </li>
  <li>
   0-6 months of HR experience, preferably in fashion, apparel, manufacturing or retail
  </li>
  <li>
   Strong understanding of shop-floor HR operations
  </li>
  <li>
   Good communication and coordination skills
  </li>
  <li>
   Ability to handle workforce issues with professionalism and confidentiality
  </li>
 </ul>
</div>


MTO HR - PRODUCTION WORKFORCE DEPARTMENT

PSEG

<div></div><div><p><b>Date: </b>May 4, 2026</p>
<p><b>Location:</b> Newark, NJ, US, 07101
</p><p><b>Company: </b>PSEG</p>
<div><p><b>Requisition:</b> 83680
<br>
<br>
<b>PSEG Company:</b> Public Service Electric &amp; Gas Co.
<br>
<br>
<b>Salary Range:</b> $ 133,000 - $ 218,300
<br>
<br>
<b>Work Location Category:</b> Hybrid Fixed
<br>
<br>
We&rsquo;re one of the country&rsquo;s largest energy companies, with a vision of powering a future where people use energy more efficiently and it&rsquo;s safer and delivered more reliably than ever. We&rsquo;re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.
<br>
Here, you&rsquo;ll have the stability and exciting opportunities that come with being a Fortune 500 company &mdash; along with a supportive, friendly work environment where your contributions are valued.</p><br>
<p></p><p>We know life isn&rsquo;t one-size-fits-all, and neither is work. That&rsquo;s why we offer flexible work options depending on the role.
<br>
In support of this model, roles have been categorized into one of three work location categories:
<br>
1. Onsite &ndash; roles where employees are expected to be onsite daily.
<br>
2. Hybrid fixed &ndash; roles that are a mix of remote work and onsite work fixed days each week
<br>
3. Hybrid flexible &ndash; roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).</p><br>
<p></p><p>As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.</p>
<p>More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you&rsquo;re looking for a place where you can build a meaningful career and help power and support our communities, we&rsquo;d love to welcome you to the team.</p><br>
<p></p><p>PSEG is not offering visa sponsorship for this position.</p><br>
<p></p><div><div><div><h2 class="jobSectionHeader"><b>Job Summary</b></h2>
</div><div><p>At this time, only current PSEG employees are being considered.</p><br>
<p></p><p>It is essential that the Workforce Planning Manager for our customer contact center be able to manage customer satisfaction and service levels while working to reduce business costs and boost the efficiency of our employees. One of the main functions of this position is forecasting our staffing needs, so you will need to consider the contact volume, headcount requirements and time-off requests. The ideal candidate is someone who can encourage a high standard of care to our customers, provide positive support and encouragement to our employees and understand our financial needs. This will often require real-time monitoring and oversight of employees.</p>
</div></div><div><div><h2 class="jobSectionHeader"><b>Job Responsibilities</b></h2>
</div><div><ul><li>Manage, delegate, coach and provide guidance for the workforce management team; train WFM team members and other stakeholders on the use of workforce planning tools, reports and systems</li>
<li>Oversee and manage the collection, analysis and reporting on performance statistics to drive operational efficiencies, proactive responsiveness and forecasting</li>
<li>Partner with IT and other departments to insure new processes and technologies are implemented and achieve expected outcomes. Forecast long and short-term call volume based on company drivers adjusting for secular and seasonal trends. Participate in the development of optimal queue design and skill-based routing</li>
<li>Oversee staff shift communications relating to WFM; escalate interruptions or impacts to service level delivery as needed. Develop, implement and manage workforce management processes; ensure utilization to properly fit organization needs</li>
<li>Produce staffing models for volume forecasts by queue or program; use this information to provide overall company budget and staffing strategies. Determine staffing requirements by week; analyze and trend call arrival patterns to adjust staffing needs across departments. Provide all appropriate reporting on workforce management &ndash; staffing, queues, efficiency, performance and productivity measures</li>
<li>Monitor all call and work order queues. Manage &ldquo;off phone&rdquo; time including planned and unplanned time off, meetings, trainings, etc; report on onsite and offsite shrink</li>
<li>Schedule across multiple staff groups (Customer Service, Collections, and New Construction) and different work types &ndash; calls, work orders, chats and emails</li>
<li>Develop, implement and manage a shift bid and shift trading process. Inform management of operational, budgetary or resource issues in a timely fashion; escalate issues as necessary</li>
<li>Partner with internal stakeholders to optimize and update IVRs and call routing strategies; liaise with the technology teams to meet business requirements. Partner with operations to develop appropriate staff KPI metrics and balanced scorecards</li>
<li>Coordinate with talent acquisition and training departments for all staffing needs. Contribute to project improvements across the customer service organization operations team. Ensure confidentiality of internal and external data. Perform ad hoc projects and other duties as assigned</li>
</ul></div></div><div><div><h2 class="jobSectionHeader"><b>Job Specific Qualifications</b></h2>
</div><div><ul><li>Bachelor&rsquo;s degree in Accounting, Finance, Business or a related major and a minimum of 8 years of workforce planning experience within a Call Center.</li>
<li>Minimum of 4 years&rsquo; managerial experience</li>
<li>Demonstrated understanding of appropriate regulations</li>
<li>Experience using NICE IEX software or similar contact center programs/softwares</li>
<li>Strong, demonstrated leadership and communication skills</li>
<li>Strong analytical and financial skills</li>
<li>Ability to develop organizational talent and manage performance</li>
<li><div>Department of Energy&rsquo;s regulation 10 CFR 810 is required.</div><br>
</li></ul><p></p><p><b>Desired</b></p>
<ul><li>Knowledge of union rules/contracts and ability to effectively interact with union leadership</li><br>
</ul></div></div></div><p></p><p>Some positions at PSEG require access to information covered by the Department of Energy&rsquo;s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a &ldquo;Generally Authorized&rdquo; destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a &ldquo;Protected Individual&rdquo; under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).</p><br>
<p></p><p>As an employee of PSEG, you should be aware that during emergency restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
<br>
For all roles, PSEG&rsquo;s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.
<br>
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for a positive result.</p>
<p>If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.</p><br>
<p></p><p>PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
<br>
PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.
<br>
If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
<br>
ADDITIONAL EEO INFORMATION (Click link below)
<br>
Know your Rights: Workplace Discrimination is Illegal</p><br>
<p><br>
<b>Nearest Major Market: </b>Newark
<br>
<b>Nearest Secondary Market: </b>New York City
<br>
<b>Job Segment: </b>Testing, Call Center Manager, Call Center Supervisor, HR, Recruiting, Technology, Customer Service, Human Resources</p></div></div><div></div>

Senior Manager Workforce Planning

American Airlines

<div><div><div><h2 class="jobSectionHeader"><b>Intro</b></h2></div><div><p>
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you&rsquo;ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you&rsquo;ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Why you'll love this job</b></h2></div><div><ul><li>
This job is a member of the Workforce Administration Team within the Technical Operations Division.</li><li>
Leads Workforce Administration teams in various locations, who are responsible for Tech Ops represented employees' shift bids, vacation, overtime, grievances, training compliance and tracking, duty time limits, change of shift, uniform, license stamps, parking and security SIDA badge administration; attendance control, payroll processing, leaves of absence and special projects as required.</li><li>
The salary range is $70,000 to $99,000<br>
</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you'll do</b></h2></div><div><ul><li>
Leads workforce administration teams, responsible for providing time &amp; attendance, production support and other administration functions for all Tech Ops represented workgroups</li><li>
Ensures adherence to contractual agreement(s), company policies, federal and governmental regulations such as shift bids, vacation, overtime, training compliance and tracking, duty time limits, and grievance processing</li><li>
Oversees administration of represented team member movement to include new hires, internal transfers, retirements, terminations, resignations, RIF and recalls, and return to work scenarios in accordance with the collective bargaining agreement(s) and time constraints</li><li>
Collaborates and communicates with Labor Relations, Legal, station partners and executive leadership</li><li>
Manages and develops workforce administration team members, including guidance on prioritization of daily activities</li><li>
Prepares and assess various reports covering departmental activities</li><li>
When applicable, will be required to work rotating shifts, nights and weekends</li><li>
Approximately 25-30% travel required</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
All you'll need for success</b></h2></div><div><p><b>
Minimum Qualifications- Education &amp; Prior Job Experience</b></p><ul><li>
Bachelor&rsquo;s degree in relevant field or equivalent experience/training</li><li>
3 years proven experience in a leadership/management role with direct reports</li></ul><p><b>
Preferred Qualifications- Education &amp; Prior Job Experience</b></p><ul><li>
Tech Ops station operations experience</li><li>
Knowledge of payroll and time and attendance process and applications, such as Workbrain and Tableau</li><li>
Knowledge of the applicable workforce collective bargaining agreements</li></ul><p></p><p><b><br>
Skills, Licenses &amp; Certifications</b></p><ul><li>
Ability to effectively verbal and written communication skills, with ability to effectively interact with team members at all levels within company</li><li>
Advanced knowledge of Microsoft office to include Excel, Word, Outlook, etc.</li><li>
Ability to demonstrate excellent analytical thinking capabilities</li><li>
Ability to utilize database/reporting tools to prepare reports for analysis and management review</li><li>
Ability to work effectively under pressure, manage multiple assignments and shift priorities as required, within a fast-paced, dynamic work environment</li><li>
Ability to manage, non-management and contract labor work groups</li><li>
Must be able to pass FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA), and/or US Customs security badges, if applicable<br>
</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
What you'll get</b></h2></div><div><p>
Feel free to take advantage of all that American Airlines has to offer:</p><ul><li>
Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.</li><li>
Health Benefits: On day one, you&rsquo;ll have access to your health, dental, prescription and vision benefits to help you stay well. And that&rsquo;s just the start, we also offer virtual doctor visits, flexible spending accounts and more.</li><li>
Wellness Programs: We want you to be the best version of yourself &ndash; that&rsquo;s why our wellness programs provide you with all the right tools, resources and support you need.</li><li>
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.</li><li>
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
Feel free to be yourself at American</b></h2></div><div><p>
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.<br>
<br>
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life&rsquo;s journey? Feel free to be yourself at American.</p></div></div></div>

Supervisor, Workforce Administration

Wise Australia Investments

<p></p><div><div><div><p>Wise is a global technology company, building the best way to move and manage the world&rsquo;s money.<br>
<b>Min fees. Max ease. Full speed.</b></p><p>
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.</p><p>
As part of our team, you will be helping us create an entirely new network for the world's money.<br>
<b>For everyone, everywhere.</b></p><p>
.</p><p><b><br>
Job Description</b></p><p><br>
You will be joining a dynamic Operational team that is currently a mix of Senior and Junior specialists led by a Team Lead. While the core of the team is based in Austin, TX, We are looking for superstars in <b>Intraday functions</b>- you will work hand-in-hand with your counterparts in the US to run the operational side of WFM Intraday, ensuring our metrics consistently meet expectations in the most optimized way possible.</p><p><b>
Why this role?</b></p><ul><li><p><b>
Solve a Global Challenge:</b> You will tackle the unique complexity of moving money globally. Our rapid growth rate and global customer base make scaling our support model a truly unique challenge right at the heart of our mission.</p></li><li><p><b>
Make a Direct Impact:</b> This isn't a &quot;sit back and watch&quot; role. You will directly impact the region&rsquo;s capacity to meet Key Results. You will have a voice in the decisions the team makes and the processes we build.</p></li><li><p><b>
Tech-Forward Environment:</b> You won't just be using spreadsheets. You will have the opportunity to utilize advanced automation techniques, internal tools, and coding (SQL/Python) to drive efficiency and reduce waste.</p></li><li><p><b>
Growth:</b> You will support the company&rsquo;s objectives by being strategic every step of the way, giving you ample room to learn, grow your technical skills, and advance your career in a high-growth fintech environment.</p></li></ul><p>
As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You&rsquo;ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with a deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.</p><p><br>
<b>
Your Mission</b></p><ul><li>
Know exactly where SLAs and our metrics stand at any given time</li><li><p>
Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders</p></li><li><p>
Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve</p></li><li><p>
Introduce alternative forecasts when asked, based on the situation</p></li><li><p>
Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs</p></li><li><p>
Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices</p></li><li><p>
Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents</p></li><li><p>
Ensure your stakeholders are constantly aware of what you&rsquo;re working on and how you&rsquo;re supporting them, actively aligning on priorities and action plans</p></li><li><p>
Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives</p></li><li><p>
Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs</p></li><li><p>
Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation</p></li><li><p>
Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices</p></li><li><p>
Run mini projects to improve efficiency and effectiveness across our ways of working and key metrics</p></li></ul><p><b><br>
Qualifications</b></p><p><br>
We are looking for a candidate who is not just a number cruncher, but a storyteller who can use data to influence decisions and drive strategy.</p><p><b>
Your Experience &amp; Hard Skills:</b></p><ul><li><p><b>
WFM Mastery:</b> You have significant experience in Workforce Management, specifically within Real-time/Intraday management and Schedule optimization. You know the ins and outs of ensuring the right people are in the right place at the right time.</p></li><li><p><b>
Tooling Expertise:</b> You are proficient with WFM software (experience with <b>Calabrio</b> is a major plus) and have a knack for adapting to new internal tools quickly.</p></li><li><p><b>
Data &amp; Technical Proficiency:</b> You are comfortable processing large amounts of raw data. You have strong experience with G Suite (Sheets/Excel) and, preferably, coding experience in <b>SQL and Python</b> to help automate processes and dive deeper into analysis.</p></li><li><p><b>
Language Skills:</b> You have <b>proficient English</b> skills (both written and spoken) to collaborate seamlessly with our Austin-based team and global stakeholders.</p></li><li><p><b>
Strategic Planning:</b> You have experience administrating FTE rosters, developing tactical 8-week plans, and publishing schedules that balance business needs with agent well-being.</p></li><li><p><b>
Incident Management:</b> You have a track record of handling high-pressure situations, managing lost hours/shrinkage, and optimizing workload routing (overflow, etc.) with a cool head.</p></li></ul><p><b>
Your Soft Skills &amp; Mindset:</b></p><ul><li><p><b>
Stakeholder Management:</b> You can confidently manage relationships across all levels. You don&rsquo;t just report the news; you explain the &quot;why&quot; and the &quot;how&quot; to operational leads.</p></li><li><p><b>
Adaptability:</b> Flexible to work weekends/Public Holidays. You thrive in fast-paced environments. When the forecast changes or an incident occurs, you pivot quickly and welcome the challenge with a positive attitude.</p></li><li><p><b>
Collaboration:</b> You are extremely guided towards teamwork. You believe that we win together and are eager to share knowledge with junior specialists and the wider team.</p></li><li><p><b>
Communication:</b> You are a friendly communicator and a great storyteller. You can translate complex metrics into clear, actionable insights for non-technical partners.</p></li></ul><p><b>
It&rsquo;s a bonus if you have:</b></p><ul><li><p>
A background in <b>Fintech</b> or Financial Services.</p></li><li><p>
Experience specifically with <b>Twilio</b>.</p></li><li><p>
Previous experience in automating WFM workflows.</p></li></ul><p><b><br>
Additional Information</b></p><div></div><p><br>
For everyone, everywhere. We're people building money without borders &mdash; without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.</p><p>
We're proud to have a truly international team, and we celebrate our differences.<br>
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.</p><p>
If you want to find out more about what it's like to work at Wise visit <b>Wise.Jobs</b>.</p><p>
Keep up to date with life at Wise by following us on </p></div></div><p></p><div><div><div><div><b>Instagram</b></div></div></div></div></div><div></div>

Workforce Management Senior Specialist

Search 10000+ Workforce management manager jobs near you this May. New roles added regularly across leading industries. Apply today.

10000 workforce management manager jobs Near Me

Workforce Management Assistant Manager

Workforce Management Assistant

Workforce Management Assistant

MTO HR - PRODUCTION WORKFORCE DEPARTMENT

Senior Manager Workforce Planning

Supervisor, Workforce Administration

Workforce Management Senior Specialist