workforce manager

Staffing Solutions Organization LLC (SSO)

Staffing Solutions Organization LLC (SSO), an affiliate of Public Consulting Group LLC (PCG), is focused on delighting clients with world-class managed staffing and talent consulting services. SSO is committed to a diverse workforce, which is a reflection of our clients and the people they serve.
<br><br>
Operations Resource Strategist (Workforce Manager)
<br>Department of Employee Trust Funds (ETF)
<br><b>Hours/Week:</b> 40
<br><b>Duration:</b> More than 12 months
<br><b>Work Model:</b> 100% Remote (Candidates outside WI accepted)
<br><br>
Who We Are
<br>The Department of Employee Trust Funds (ETF) manages retirement, insurance, and benefit programs for more than 600,000 state and local government employees and retirees within the Wisconsin Retirement System (WRS). ETF is committed to providing high quality, accurate services that support and empower its members.
<br><br>
Position Summary
<br>The Operations Resource Strategist serves as the primary resource for service capacity planning, forecasting, and resource optimization for the Member Services Bureau. This role analyzes operational data from call center systems, appointment scheduling platforms, case management tools, and outreach events to forecast demand and align staffing resources to service level goals.
<br>The Strategist works closely with bureau leadership, supervisors, and cross divisional partners to develop staffing models, scheduling scenarios, and contingency plans that ensure the right coverage for phone, virtual, in person, group interactions, benefits processing, and casework production.
<br>In addition to daily and long term capacity planning, this role leads operational analytics initiatives, supports customer experience improvements, identifies process and technology enhancements, and serves as a subject matter expert on resource optimization. This newly established position reflects ETF’s strategic focus on strengthening enterprise capacity planning and maturing operational management practices.
<br><br>
Required Experience
<br><ul>
<li>3 to 5 years of experience in capacity planning, workforce planning, service operations analytics, or a similar operational planning role.</li>
</ul>
Top Required Skills
<br><ul>
<li>Ability to analyze operational data and translate findings into staffing and workload recommendations.</li>
<li>Experience supporting forecasting or capacity planning in a customer service, contact center, or operational environment.</li>
<li>Strong proficiency in Microsoft Excel or similar tools for data analysis and reporting.</li>
<li>Ability to develop staffing plans or scheduling scenarios aligned with service or production goals.</li>
<li>Knowledge of service performance metrics such as service levels, response times, productivity, and throughput.</li>
<li>Experience working with operational systems (call center platforms, scheduling tools, case management systems, etc.).</li>
<li>Strong analytical and problem solving skills with high attention to detail.</li>
<li>Ability to communicate complex information clearly to supervisors and leadership.</li>
</ul>
Nice to Have Skills
<br><ul>
<li>Experience in a dedicated workforce management, capacity planning, or operations planning role.</li>
<li>Experience balancing real time customer contact coverage with case processing or back office workloads.</li>
<li>Experience building or refining forecasting models using historical data and demand assumptions.</li>
<li>Experience developing dashboards or working with BI teams to enhance reporting.</li>
<li>Basic familiarity with workforce management or service optimization software.</li>
<li>Experience supporting process improvement or operational efficiency initiatives.</li>
<li>Experience working in the public sector or a regulated or benefits administration environment.</li>
</ul>
What We’re Looking For
<br>ETF is seeking a collaborative, analytical professional who is energized by using data to improve service delivery and operational performance. Strong candidates demonstrate sound judgment, curiosity, and an ability to translate complex information into practical staffing and planning strategies. The ideal candidate can manage multiple priorities, work effectively across teams, and help build sustainable capacity planning practices that support employee experience and member outcomes.
<br>Keyword Search Terms
<br>Operations Resource Strategist, Workforce Manager, Capacity Planning, Workforce Planning, Workforce Management, Operations Analyst, Service Operations Analytics, Contact Center Analytics, Call Center Workforce Planning, Resource Optimization, Staffing Models, Forecasting, Demand Forecasting, Scheduling Scenarios, Operations Planning, Workforce Forecasting, Service Level Management, Productivity Analysis, Operational Reporting, Case Management Systems, Call Center Platforms, Scheduling Tools, Operational Data Analysis, Workforce Analytics, Data Modeling, Excel Reporting, Operational Efficiency, Process Improvement, Public Sector Operations, Benefits Administration, Member Services Operations, Remote Operations Roles, Service Delivery Optimization, Resource Planning, Cross Functional Collaboration, Operational Strategy, Enterprise Capacity Planning.
<br><br>
Compensation for roles at Staffing Solutions Organization LLC (SSO) varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, SSO provides a reasonable range of compensation for this role. In addition, SSO provides a range of benefits for this role.
<br><br>
Applicants must be authorized to work in the U.S. This position is not eligible for work authorization sponsorship (including H-1B sponsorship) by SSO and under the federal laws relating to the F-1 STEM EAD program, this position is not eligible to support a STEM EAD extension application.
<br><br>
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, marital status, age, national origin, protected veteran status, or disability. Staffing Solutions Organization LLC is an E-Verify participant.

Operations Resource Strategist (Workforce Manager)

<div></div><div><div><div><div><ul><div>6 - 9 Years</div>
<div></div><div>1 Opening</div>
 <div>Hyderabad</div></ul></div><p></p><div><br>
<div><div>
</div></div></div></div><div></div><div><h3 class="jobSectionHeader"><b>Role description</b></h3>
<div><p><b><i>Location &ndash; Hyderabad (client office, 5 days&rsquo; Work from Office)</i></b></p>
<p><b><i>
Experience - 6-8 Years
</i></b></p><p><b>Job Description &ndash; UKG Pro WFM Senior Consultant</b></p>
<p><b>
Role Summary</b></p>
<p>
As a <b>UKG Pro WFM Senior Consultant</b>, you will be responsible for analyzing business requirements and ensuring that the <b>UKG Pro Workforce Management (WFM)</b> solution aligns with customer objectives. This role demands strong product expertise, industry best‑practice knowledge, and the ability to manage issue resolution efficiently to support system stabilization.<br>
You will collaborate with multiple teams across <b>UKG Pro WFM</b> and other ERP platforms&mdash;especially <b>Oracle Cloud</b>&mdash;as part of Providence&rsquo;s multi‑platform ecosystem.<br>
<b>UKG Pro certifications are preferred.</b></p>
<div>
</div><p><b>Key Responsibilities</b></p>
<ul>
<li>Serve as a <b>Subject Matter Expert (SME)</b> for UKG Pro WFM.</li>
<li>Lead and contribute to <b>at least two end‑to‑end implementations</b> and provide project support.</li>
<li>Provide ongoing support for UKG WFM Workforce Central, including:
</li><ul><li>Timesheet data</li>
<li>Pay calculations</li>
<li>Person and functionality access</li>
<li>Wage adjustments</li>
<li>Issue resolution and maintenance activities</li>
</ul>
</ul><div></div><p><b>Scope of Work</b></p>
<p><b>
UKG WFM Timekeeping &amp; Attendance</b></p>
<ul>
<li>Pay policy building blocks</li>
<li>ESS</li>
<li>Access and security</li>
<li>Navigators</li>
<li>Hyperfinds</li>
<li>Genies</li>
<li>Event Manager</li>
<li>Transaction Assistant</li>
<li>Working knowledge of additional modules</li>
</ul>
<p><b>UKG WFM Accruals</b></p>
<ul>
<li>Accrual profiles</li>
<li>Policies</li>
<li>Grants and limits</li>
</ul>
<p><b>UKG WFM Scheduling &amp; Advanced Scheduling</b></p>
<ul>
<li>Schedule planners</li>
<li>Labor and volume forecasting</li>
</ul>
<p><b>UKG WFM Analytics</b></p>
<ul>
<li>Hands‑on experience in building and managing data reports</li>
</ul>
<p><b>Additional Preferences</b></p>
<ul>
<li><b>Certified UKG Pro</b> professionals are strongly preferred</li>
<li>Experience integrating UKG with <b>Oracle Cloud</b> is an added advantage</li>
</ul>
<div></div><p><b>Qualifications</b></p>
<ul>
<li>Bachelor&rsquo;s degree in Information Technology or equivalent</li>
<li><b>6+ years of experience</b> with UKG Workforce Central / UKG Pro WFM, including hands‑on implementation and support</li>
<li>Strong communication, collaboration, and project management abilities</li>
</ul></div>
<h3 class="jobSectionHeader"><b>Skills</b></h3>
<div><ul><li>Kronos</li>
<li>UKG Workforce Central</li>
<li>UKG Pro WFM</li>
<li>Timekeeping</li></ul></div></div></div></div><p></p>
<br><div><h3 class="jobSectionHeader"><b>About UST</b></h3>
<div>UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world&rsquo;s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients&rsquo; organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact&mdash;touching billions of lives in the process.</div></div>

Lead II - Workforce Management (UKG Pro WFM Senior Consultant)

Black Box

<div><p><b>Role Description:
</b></p><ul><li>Complete ownership and management of workforce management process including Horizontal resource management, staffing and contractual hiring.
</li><li>Accountable for resolving all escalations regarding resource management with Horizontal Heads and HR functions.
</li>Lead performance management of resource coordinators across horizontals; ensure adherence to SLA, bench movement, and fulfillment accuracy.<br>
<li>
</li></ul><p></p><p><b>Key Responsibilities:
</b></p><ul><li>Governance of resource management processes and conflict resolution.
</li><li>Ensure strict adherence to guidelines for staffing resources on a project basis the account revenue, margin profile, billability and utilization requirements.
</li><li>Conduct weekly reviews with delivery teams on staffing requirements, resource release/extensions, critical requirements, bench resource movement and corrective actions.
</li><li>Review of low/partial billable resources with ADMs and Horizontal Heads; holds final authority to pull back resource to bench basis guidelines defined in the bench policy.
</li><li>Resolve issues related to project staffing and exceptions; resolve staffing conflicts between projects.
</li><li>Ensure process consistency across all resource coordinators in terms of deployment planning, documentation, and exception handling.
</li><li>Approve staffing and bench exception request; ensure adherence to bench policy guidelines for proactive resource deployment planning through virtual pools.
</li><li>Establish a strategic approach for managing resource pools across the Delivery organization.
</li><li>Define and roll out sourcing, staffing strategy &amp; key initiatives and lead the execution plan for the year.
</li><li>Establish and manage the team of horizontal dedicated resource coordinators; establish strategic direction of contract workforce planning and program.
</li><li>Establish automated tools for tracking and managing the staffing process starting from resource requisitions to fulfilment.
</li><li>Oversee and lead contractor management function: Ensure efficient use of external contractors.
</li><li>Oversee demand forecast, supply and fulfillment planning.
</li><li>Ensure adequate resource supply chain through each fulfilment channel including freshers, bench, rotation, contracting &amp; hiring with a view to maximize revenue realization.
</li><li>Participate in vertical-level planning discussions with ADMs to align on upcoming demand, capability gaps, and critical skills.
</li><li>Develop annual plan for hiring, onboarding and allocation of new recruits to various accounts and update it, quarter-on-quarter, as required.
</li><li>Work with HR on work planning for recruitment team basis open demand and criticality considerations.
</li><li>Oversee management of bench resources.
</li>Track bench movement &amp; utilization patterns across horizontals; ensure at-risk profiles are flagged &amp; actioned weekly; right engagement and billing plan for bench employees.<br>
<li>
</li></ul><p></p><p><b>Key Interfaces:
</b></p><ul><li>Coordinate with Sales, Delivery &amp; HR for developing yearly recruitment &amp; skill development plans.
</li><li>Work with ADMs and Service Area Head to ensure adherence to staffing norms.
</li><li>Engage with ADMs and Service Area Heads to resolve issues related to project staffing.
</li><li>Liaise with HR department for recruitment planning.
</li>Review Resource Coordinator performance metrics, TAT &amp; bench utilization trends to identify improvement areas.<br>
<li>
</li></ul><p></p><p><b>Key Metrics:
</b></p><ul><li>KPIs
</li><li>Bench cost
</li><li>% On-time fulfilment
</li><li>Internal CSAT
</li>Contractor-to-internal fulfillment ratio<br>
<li>
</li></ul><p></p><p><b>Key Result Areas (KRAs):
</b></p><ul><li># On/Offsite resources on bench
</li><li>Billing loss due to delayed fulfillment
</li><li>Avg. days for staffing a position
</li><li>% of open positions fulfilled internally
</li><li>Cost optimization - contractor management</li></ul></div><p></p>

Workforce Management Leader

HighLevel

<div><div><b>About Us</b></div><div>
HighLevel is an AI-powered, all-in-one white-label sales and marketing platform that empowers agencies, entrepreneurs, and businesses to elevate their digital presence and drive growth. We proudly support a global and growing community of over 2 million businesses, including agencies, consultants, and organizations across industries. HighLevel equips users with the tools needed to capture, nurture, and convert leads into loyal customers.</div><div>
As of mid-2025, HighLevel processes over 4 billion API hits and handles more than 2.5 billion message events daily. Our platform manages over 470 terabytes of data across five databases, operates through a network of 250+ microservices, and supports more than 1 million hostnames.</div><div></div><div><b><br>
Our People</b></div><div>
With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software &mdash; we are building a global community rooted in creativity, collaboration, and impact. We cultivate a culture where innovation thrives, ideas are celebrated, and people come first.</div><div></div><div><b><br>
Our Impact</b></div><div>
As of mid-2025, our platform powers over 1.5 billion messages, generates more than 200 million leads, and facilitates over 20 million conversations every month for the 2+ million businesses we serve. Behind those numbers are real people growing their companies and connecting with customers &mdash; and we help make that happen.</div><div>
Learn more about us on our YouTube Channel or Blog Posts.</div><div></div><div><b><br>
Who You Are</b></div><div>
As the <b>Sr. Manager of Workforce Management (WFM)</b>, you will lead the strategic direction, systems, and operational excellence of workforce planning across all customer-facing functions. You are both a strategic thinker and an execution-focused operator who can translate business growth plans into scalable workforce strategies.</div><div>
You will oversee forecasting, capacity planning, scheduling strategy, and real-time management while leading and developing a high-performing WFM team. This role requires strong cross-functional influence, executive communication, and ownership of long-term workforce planning aligned with company growth objectives.</div><div>
You are energized by building scalable systems, improving forecast accuracy, optimizing cost-to-serve, and driving operational performance through data-driven decisions.</div><div></div><div><b><br>
What You&rsquo;ll Be Doing</b></div><div><b>
Lead and Scale the WFM Function</b></div><div>
Lead, develop, and scale a team of workforce analysts and schedulers across regions.</div><div>
Establish best practices, performance standards, and governance for workforce planning.</div><div>
Create clear career paths, development plans, and performance frameworks for the WFM team.</div><div>
Foster a culture of accountability, analytical rigor, and continuous improvement.</div><div><b>
Own Strategic Workforce Planning</b></div><div>
Develop and maintain short-, mid-, and long-term capacity models aligned to revenue growth, seasonality, and product expansion.</div><div>
Partner with Finance, People Ops, BI, and RevOps to drive headcount planning and hiring strategies.</div><div>
Build scenario planning models to support executive decision-making.</div><div>
Own service level performance forecasting and staffing optimization across Support, Success, Sales, and other customer-facing teams.</div><div>
Ensure workforce strategy balances service quality, cost efficiency, and employee experience.</div><div><b>
Drive Operational Excellence &amp; Forecast Accuracy</b></div><div>
Oversee real-time management and intraday performance across channels and geographies.</div><div></div><div><br>
Continuously improve forecast accuracy, shrinkage modeling, and utilization targets.</div><div>
Establish KPIs and reporting frameworks to track adherence, occupancy, SLA attainment, and efficiency.</div><div>
Identify systemic gaps and lead initiatives to improve productivity and performance outcomes.</div><div><b>
Own and Optimize WFM Systems</b></div><div>
Serve as the executive owner of the Assembled WFM platform and related tooling.</div><div>
Drive system enhancements, integrations, automation, and reporting improvements.</div><div>
Partner with Systems and BI teams to ensure data integrity and scalability.</div><div><b>
Influence Cross-Functional Strategy</b></div><div>
Act as the primary workforce strategy advisor to Customer Experience, Success, Sales, and Operations leadership.</div><div>
Translate complex workforce analytics into clear, actionable insights for senior stakeholders.</div><div>
Present workforce insights and recommendations to leadership and executive audiences.</div><div>
Partner on initiatives that impact staffing models, including product launches, expansion strategies, and new market entry.</div><div></div><div><b><br>
What You&rsquo;ll Bring</b></div><div>
10+ years of Workforce Management experience in a high-growth, customer-facing organization.</div><div>
3+ years of experience leading WFM teams at scale.</div><div>
Demonstrated experience building long-term capacity models and strategic headcount planning.</div><div>
Hands-on expertise with WFM platforms (Assembled strongly preferred).</div><div>
Strong financial and operational acumen with experience partnering cross-functionally with Finance and RevOps.</div><div>
Advanced proficiency in Excel or Google Sheets; strong modeling skills required.</div><div>
Experience with BI tools such as Looker, Tableau, or Power BI preferred.</div><div>
Exceptional communication skills with the ability to influence senior stakeholders.</div><div>
Proven ability to operate in a fast-paced, data-driven, remote-first environment.</div><br>
<div></div>
<div><b>
Equal Employment Opportunity Information</b></div><div>
The company is an Equal Opportunity Employer. As an employer subject to affirmative action regulations, we invite you to voluntarily provide the following demographic information. This information is used solely for compliance with government record keeping, reporting, and other legal requirements. Providing this information is voluntary and refusal to do so will not affect your application status. This data will be kept separate from your application and will not be used in the hiring decision.</div>
<p>
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Sr. WFM Manager

Ace Recycling Resources LLC

<p>We are seeking a proactive and experienced <b>Mid-Level HR Manager</b> to lead workforce management and training initiatives within our fast-paced construction logistics company. This remote role requires significant travel to project sites, to directly support field teams.</p><p>This position plays a critical role in ensuring we have the right people, in the right roles, at the right time&mdash;while developing and maintaining a skilled, safety-focused workforce across multiple job sites and regions.</p><p>The ideal candidate will have strong experience in workforce planning, employee development, compliance, and supporting field-based teams in construction, transportation, or related field.</p><p><b>Key Responsibilities</b></p><p><b>Workforce Management</b></p><ul><li>Develop and implement workforce planning strategies to support project timelines and operational demands.</li><li>Partner with operations leadership to forecast labor needs across construction sites, and logistics teams.</li><li>Travel regularly to job sites to assess workforce needs, address employee relations matters, and support site leadership.</li><li>Oversee onboarding processes to ensure employees are prepared, compliant, and safety-trained from day one.</li><li>Monitor workforce productivity, attendance, turnover, and retention metrics.</li><li>Ensure compliance with federal, state, and local labor laws, including wage and hour regulations.</li><li>Support employee relations efforts, including conflict resolution, performance management, and policy enforcement.</li><li>Maintain accurate HRIS records, certifications, and workforce documentation.</li></ul><p><b>Training &amp; Development</b></p><ul><li>Design and manage training programs focused on safety, compliance, technical skills, and leadership development.</li><li>Coordinate mandatory training (OSHA, DOT, safety certifications, equipment operation, etc.).</li><li>Deliver on-site and virtual training sessions across multiple project locations.</li><li>Partner with site managers to identify skill gaps and implement targeted training initiatives.</li><li>Develop career pathing and succession planning programs to build internal talent pipelines.</li><li>Track and report training effectiveness, certifications, and compliance status.</li><li>Promote a culture of continuous improvement and professional development.</li></ul><p><b>Compliance &amp; Safety Support</b></p><ul><li>Ensure HR practices align with regulatory requirements.</li><li>Support audits related to labor, safety, and workforce documentation.</li><li>Collaborate closely with safety teams to reinforce training and compliance standards across all sites.</li></ul><p><b>Qualifications</b></p><ul><li>Bachelor&rsquo;s degree in Human Resources, Business Administration, or related field (required).</li><li>5&ndash;7 years of progressive HR experience, with at least 2 years focused on workforce management.</li><li>Experience in construction, logistics, transportation, or a similar field-based environment strongly preferred.</li><li>Strong knowledge of labor laws, OSHA regulations, and workforce compliance requirements.</li><li>Demonstrated experience implementing training programs for field or industrial teams.</li><li>Proficiency workforce planning tools.</li><li>SHRM-CP, PHR, or similar certification preferred.</li><li>Ability and willingness to travel nationally.</li></ul><p><b>Key Competencies</b></p><ul><li>Strategic workforce planning</li><li>Training program development and delivery</li><li>Employee relations and conflict resolution</li><li>Strong organizational and project management skills</li><li>Data-driven decision-making</li><li>Effective communication across field and corporate teams</li><li>Adaptability in dynamic, fast-paced environments</li></ul><p>If you are a hands-on HR professional who thrives in operational environments, enjoys traveling to support teams on-site, and is passionate about building strong, capable workforces, we encourage you to apply.</p><p>Pay: $100,000.00 per year</p><p>Work Location: In person</p>

Head of HR (remote with travel)

Lytegen

<div>
 <strong>
  Job Title: WFM &amp; Outbound Dialler Manager - US Outbound Call Center
  <br/>
  <br/>
 </strong>
 <strong>
  Function:
 </strong>
 Workforce Management &amp; Dialler Operations
 <br/>
 <br/>
 <strong>
  Shift:
 </strong>
 US Night Shift
 <br/>
 <br/>
 <strong>
  Employment Type:
 </strong>
 Full-Time
 <br/>
 <br/>
 <strong>
  Work Mode:
 </strong>
 Work From Office (Mohali)
 <br/>
 <br/>
 <strong>
  Experience:
 </strong>
 6-10 years (International US Outbound Call Center)
 <br/>
 <br/>
 <strong>
  Role Overview
  <br/>
  <br/>
 </strong>
 We are looking for a highly analytical and execution-focused
 <strong>
  WFM cum Outbound Dialler Manager
 </strong>
 to own
 <strong>
  end-to-end workforce planning, real-time performance management, and outbound dialler strategy
 </strong>
 for a US outbound call center.
 <br/>
 <br/>
 This is a
 <strong>
  mission-critical role
 </strong>
 responsible for maximizing
 <strong>
  contact rates, agent productivity, revenue conversion, SLA adherence, and cost efficiency
 </strong>
 by tightly integrating
 <strong>
  forecasting, scheduling, real-time control, and dialer optimization
 </strong>
 . The role sits at the intersection of
 <strong>
  Operations, Sales, Technology, and Data Analytics
 </strong>
 .
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Workforce Management (WFM)
  </li>
  <li>
   Own short-term and long-term forecasting for outbound campaigns based on lead volumes, contact rates, conversion trends, and business targets
  </li>
  <li>
   Build optimized agent schedules, shift rosters, and shrinkage plans aligned to US time zones
  </li>
  <li>
   Manage interval-level capacity planning to ensure optimal agent availability
  </li>
  <li>
   Track and control shrinkage, absenteeism, overtime, utilization, and occupancy
  </li>
  <li>
   Plan and manage new hire ramp-up, nesting curves, and batch-wise productivity
  </li>
  <li>
   Drive forecast accuracy and schedule adherence improvements
  </li>
  <li>
   Real-Time Management (RTM) &amp; Intraday Control
  </li>
  <li>
   Monitor live operations for adherence, occupancy, pacing, and revenue impact
  </li>
  <li>
   Execute intraday actions such as:
  </li>
  <ul>
   <li>
    Skill rebalancing
   </li>
   <li>
    Dialler pacing adjustments
   </li>
   <li>
    OT / VTO deployment
   </li>
   <li>
    Queue and campaign prioritization
   </li>
  </ul>
  <li>
   Proactively identify risks impacting contact rates, sales, or SLAs and take corrective action
  </li>
  <li>
   Partner closely with Team Leaders and Operations Managers during live production
  </li>
  <li>
   Outbound Dialler Strategy &amp; Management (Core Ownership)
  </li>
  <li>
   Own end-to-end outbound dialler configuration and performance
  </li>
  <li>
   Manage:
  </li>
  <ul>
   <li>
    Dialling modes (Predictive, Power, Preview, Progressive)
   </li>
   <li>
    Dial levels and pacing
   </li>
   <li>
    Lead recycling rules
   </li>
   <li>
    Time-zone and compliance settings (TCPA, DNC, calling windows)
   </li>
  </ul>
  <li>
   Optimize connect rates, RPC%, drop rates, and agent talk time
  </li>
  <li>
   Analyse dialler logs, latency, voice quality, and call flows to ensure seamless calling
  </li>
  <li>
   Coordinate with dialler vendors and IT teams for troubleshooting, upgrades, and enhancements
  </li>
  <li>
   Ensure dialler readiness for new campaigns, scale-ups, and peak volumes
  </li>
  <li>
   MIS, Reporting &amp; Advanced Data Analysis
  </li>
  <li>
   Own Daily / Weekly / Monthly MIS covering:
  </li>
  <ul>
   <li>
    Productivity &amp; utilization
   </li>
   <li>
    Contact &amp; conversion metrics
   </li>
   <li>
    Dialler efficiency KPIs
   </li>
   <li>
    Revenue pacing vs targets
   </li>
  </ul>
  <li>
   Build and maintain advanced Excel dashboards and automated reports
  </li>
  <li>
   Perform deep-dive data analysis to identify trends, leakages, and optimization opportunities
  </li>
  <li>
   Translate data into actionable insights and operational playbooks
  </li>
  <li>
   Support incentive modelling, performance benchmarking, and cost optimization initiatives
  </li>
  <li>
   Ensure 100% data accuracy and reconciliation across dialler, CRM, and attendance systems
  </li>
  <li>
   Stakeholder &amp; Leadership Collaboration
  </li>
  <li>
   Act as a strategic partner to Operations, Sales, QA, Training, IT, and Leadership
  </li>
  <li>
   Support hiring plans, attrition analysis, and capacity decisions
  </li>
  <li>
   Present insights and recommendations in business reviews and client calls
  </li>
  <li>
   Enable leadership with real-time visibility into performance, risks, and opportunities
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Key Metrics Owned
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Forecast Accuracy &amp; Schedule Adherence
  </li>
  <li>
   Utilization, Occupancy &amp; Shrinkage
  </li>
  <li>
   Dialler Connect Rate, RPC%, Drop Rate
  </li>
  <li>
   Productivity &amp; Revenue per Agent
  </li>
  <li>
   SLA / Pacing Achievement
  </li>
  <li>
   MIS Accuracy, Timeliness &amp; Insight Quality
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Mandatory Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   6-10 years of experience in WFM and/or Dialler Management in a US outbound call center
  </li>
  <li>
   Strong understanding of US time zones, TCPA compliance, and outbound sales operations
  </li>
  <li>
   Hands-on experience managing outbound diallers such as Convoso, Avaya, Genesys, NICE etc
  </li>
  <li>
   Advanced proficiency in MS Excel (Pivot Tables, Power Query, XLOOKUP, dashboards)
  </li>
  <li>
   Strong analytical, numerical, and problem-solving skills
  </li>
  <li>
   Proven experience in real-time operations and high-pressure environments
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Skills (Good To Have)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Exposure to Power BI / Tableau or similar BI tools
  </li>
  <li>
   Experience in Solar, Insurance, D2C, or Performance Marketing-driven outbound campaigns
  </li>
  <li>
   Understanding of VoIP, latency, and call quality parameters
  </li>
  <li>
   Experience working with US clients and revenue targets
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Behavioural Competencies
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Data-driven and business-first mindset
  </li>
  <li>
   High ownership and accountability
  </li>
  <li>
   Strong stakeholder communication and influencing skills
  </li>
  <li>
   Ability to make quick, high-impact decisions in real time
  </li>
  <li>
   Detail-oriented with a bias for action
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Why This Role Matters
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Direct impact on revenue, cost efficiency, and customer experience
  </li>
  <li>
   Strategic visibility with senior leadership and US clients
  </li>
  <li>
   Clear growth path to Head of WFM, Dialler Strategy Lead roles
  </li>
 </ul>
</div>


WFM Manager

ITility, LLC

<div><h2 class="jobSectionHeader"><b>Overview</b></h2><div><div>
ITility is seeking an experienced, results-oriented <b>Human Resources </b><b>Team Lead </b><b>for Workforce Management and HRIS</b> functions to support the Human Resource (HR) Manager and provide guidance to a team while supporting the client&rsquo;s mission. This individual will be a member of a cross-functional team. <b>This position is contingent upon contract award.</b></div><div></div><div><br>
This position will sit onsite at the Client location in <b>Washington D.C. Metropolitan Area.</b></div><div></div><div><b><br>
ITility</b> is a Service-Disabled Veteran Owned Business with a passion to equip our nation&rsquo;s Intelligence Community (IC), armed forces and first responders with the very best to empower their missions. From the virtual battlefield to boots on the ground, our people, processes, and performance drive our ability to help our clients protect what matters, now and for generations to come.</div><div></div><div><br>
At <b>ITility</b>, we help our customers command the future by thinking beyond perceived limits to create new, unexpected ways to protect and defend our nation. We inspire and empower people to create significant solutions that secure what matters to our customers and communities, here and around the globe.</div><div></div><div><br>
We Value:</div><br>
<ul><li>
The Drive to Perform Beyond Perceived Limits.</li><li>
The Desire to Find Significance in All We Do.</li><li>
The Passion and Compassion That Powers Both.</li></ul></div><h2 class="jobSectionHeader"><b>
Responsibilities</b></h2><div><div><b>
Overview:</b></div><div>
The HR Workforce Management &amp; HRIS Team Lead manages a team composed of HR Generalists aligned with workforce management and HRIS specialties. The Team Lead manages daily HR operations and oversees the client's employee information systems. The Team Lead ensures proper data entry, management, and reporting from parallel standalone IC HR systems. Success in this task demands both advanced HRIS report development capabilities and a detail-oriented team committed to minimizing anomalies and ensuring data accuracy during integration. Their critical skills include HRIS and ATS expertise, system implementation &amp; maintenance, data integrity and reporting, and data-driven workforce planning to manage the full employee lifecycle.</div><div></div><div><b><br>
Duties /Responsibilities:</b></div><ul><li><b>
Team Leadership &amp; Capability Development</b><ul><li>
Lead and oversee a small HRIS team to support client HR data systems and optimize human capital objectives.</li><li>
Provide leadership, technical guidance, and resources to strengthen team competencies, foster collaboration, and enhance productivity.</li></ul></li><li><b>
HRIS Management &amp; Data Integrity</b><ul><li>
Serve as subject matter expert on HR data systems and platform capabilities.</li><li>
Ensure accuracy, integrity, and congruency of data across multiple HR systems.</li><li>
Establish governance and audit processes to maintain data quality, compliance, and sustainability.</li><li>
Partner with HR team members to troubleshoot issues and maintain data reliability.</li></ul></li><li><b>
System Optimization &amp; Process Improvement</b><ul><li>
Identify opportunities to automate manual processes and streamline workflows through system enhancements.</li><li>
Collaborate with HR staff to implement improvements in HR workflows, automation, data management, and reporting.</li><li>
Serve as lead liaison between HR, IT, vendors, and stakeholders for HRIS design, implementation, and integration projects.</li></ul></li><li><b>
Reporting, Analytics &amp; Decision Support</b><ul><li>
Lead people analytics efforts to provide IC leaders and stakeholders with timely, accurate workforce data.</li><li>
Expand dashboards, automated reporting, and analytics capabilities to support strategic decision-making.</li><li>
Develop and maintain user guides, training materials, and documentation for analytics tools; facilitate client learning opportunities.</li></ul></li><li><b>
Stakeholder Engagement &amp; Partnership</b><ul><li>
Build strong relationships with client stakeholders, interagency partners, and HR leadership to align HRIS strategies with organizational goals.</li><li>
Support HR programs and processes, coordinating projects and acting as liaison between HR Manager and team.</li></ul></li><li><b>
General Support</b><ul><li>
Provide day-to-day operational support and assist with assigned ad hoc tasks and projects.</li></ul></li></ul></div><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><div><div><b>
Required Skills/Abilities:</b></div><br>
<ul><li>
Active Top Secret SCI Clearance with Counterintelligence (CI) Polygraph.</li><li>
Experience supporting the IC in an HR role.</li><li>
Ability to act with integrity and professionalism and maintain confidentiality. Demonstrated strong analytical and problem-solving skills.</li><li>
Ability to prioritize tasks and conduct multiple assignments concurrently.</li><li>
Excellent verbal, written, interpersonal, conflict resolution and communication skills.</li><li>
Excellent organizational skills, attention to detail, time management, and ability to meet deadlines.</li><li>
Ability to collaborate effectively with stakeholders across departments and levels of the organization.</li><li>
Ability to build relationships and trust with team members and stakeholders.</li><li>
Advanced MS Excel skills</li><li>
Experience with relational databases and SQL queries.</li><li>
Ability to work independently and as part of a team.</li></ul><div></div><div><b><br>
Education and Experience:</b></div><ul><li>
Bachelor&rsquo;s degree in HR, Business Administration or related field.</li><li>
Minimum of 10 years of experience of HR management required.</li><li>
15+ years of experience in lieu of a degree may be considered.</li><li>
Prior team lead experience required.</li><li>
SHRM-CP or PHR or other HR certification a plus.</li></ul><div><b>
Highly Desirable Skills/Abilities:</b></div><br>
<ul><li>
HRIS and Workforce Management experience supporting the Department of War (Defense)</li></ul><div><b>
Physical Requirements:</b>
</div><ul><li>Work is typically performed in an office setting.</li><li>
Prolonged periods of sitting at a desk and working on a computer.</li><li>
While performing the duties of this job, the employee is regularly required to stand, sit, demonstrate manual dexterity, climb stairs, talk, hear and see.</li><li>
Must have the ability to lift 15-25 pounds.</li></ul></div><h2 class="jobSectionHeader"><b>
ITility is an Equal Opportunity Employer</b></h2><div><div><b>
ITility is an Equal Opportunity Employer</b></div><div><i><br>
ITility is committed to providing a work environment that is non-discriminatory, harassment free, fair, ethical and inclusive.</i></div><div><i><br>
ITility is committed to the principle of equal employment opportunity and complies with all applicable laws which prohibit discrimination and harassment in the workplace. ITility strictly prohibits discrimination or harassment based on race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, disability, or any other characteristic protected by law in all terms, conditions and privileges of employment, including without limitation, recruiting, hiring, assignment, compensation, promotion, discipline and termination. This policy covers conduct occurring at ITility&rsquo;s offices, client sites, other locations where ITility is providing services, and to all work-related activities.</i></div></div></div>

HR Team Lead - Workforce Management/HRIS

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