WFM Manager

Workforce Management (WFM) Manager – Oversee forecasting, capacity planning, scheduling, and real‑time operations across multiple client programs (Chipotle, True Religion Jeans, JL Beauty). Requires strong analytical acumen, leadership, and cross‑functional collaboration to achieve service level goals.

Forecasting & Capacity Planning

• Develop daily, weekly, and monthly forecasts for assigned client programs.
• Create headcount and staffing models that account for attrition, absenteeism, seasonal demand, and ramp‑up plans.
• Collaborate with Recruitment and Operations to support proactive hiring and backfill strategies.
• Maintain a rolling 90‑day forecast accuracy tracker and present insights to senior leaders.

Scheduling & Real‑Time Management

• Lead creation and optimization of agent schedules for voice, chat, and email channels.
• Monitor real‑time adherence (RTA) to ensure service lev...