Workforce Management Manager

With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. 

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty. 

We are seeking a dynamic Workforce Management Manager to join our scheduling team. In this role, you will help us deliver modernized, industry-leading workforce planning services, including forecasting, staff planning, and scheduling, to our global Customer Services and Support SBUs. As a Workforce Manager, you will be responsible for administering scheduling applications and workforce management tools, as well as managing best-in-class processes to optimize daily and intraday staffing levels. Your efforts will drive efficiency, SLA performance, and customer satisfaction. Additionally, you will play a key role in designing and improving our complex workforce management tools and processes to ensure compliance with security standards. 

This role is flexible in that you can work up to 100% from home. 

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond. 

Required/Minimum Qualifications 

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in workforce management, program management, process management, process improvement 

• OR equivalent experience. 

• Analytical skills, with the ability to interpret and communicate complex data and insights.  

• Experience with Work Force Management tools, such as Verint, Alvaria/Aspect, NICE IEX, Genesys, Calabrio WFM etc. 

• Proficient in SQL and other data tools, such as Excel, Power BI, Power Apps, Tableau, etc.  

Additional or Preferred Qualifications 

• Bachelor's Degree in Business, Operations, Finance or related field AND 10+ years work experience in workforce management, program management, process management, process improvement 

• OR equivalent experience. 

• 2+ years of experience in managing a Work Force Management and development team.  

• High level of accuracy and flexibility in work assignments, producing a high volume of work in a timely manner, never sacrificing quality of work for quantity of work.  
• Ability to manage high pressure situations. 

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $122,000 - $200,500 per year.   

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:   

Microsoft will accept applications for the role until January 18, 2025. 

#CES #GCS 

• Develop and deliver long-term workforce management strategies supporting multiple CSS SBU’s to achieve their operational objectives including forecasting, capacity planning, scheduling, reporting and analysis.  

• Collaborate with stakeholders to design and implement staffing and scheduling models that support successful operation functions while delivering exceptional customer experiences. 

• Use SQL and other data tools to extract, manipulate and present data from various sources, such as DataMart, to support decision making and optimization.  

• Manage and maintain the WFM platforms, identify and implement enhancements and troubleshoot issues.  

• Ensure compliance and security standards are met and adhere to company policies and procedures.  

Other Responsibilties: 

• Embody our  and