Workforce Management Manager
Job Summary
Job Description
The Workforce Management (WFM) Manager at Super.com will optimize contact center operations by managing relationships with BPO WFM teams, enhancing workforce management strategies, developing metric reporting, generating insights for performance improvement, and establishing performance metrics. Responsibilities include developing forecasting and scheduling models, monitoring contact volume fluctuations, making data-driven adjustments to ensure adequate coverage, conducting audits, recommending process changes, and maintaining best practices. This role requires close collaboration with key stakeholders to address critical business questions and shape workforce management strategies. The ideal candidate will have 3+ years of WFM experience in a contact center environment, proven experience managing BPO WFM relationships, and a strong background in metric reporting and optimizing workforce management strategies.
Must have:
- 3+ years WFM experience in contact center
- BPO WFM relationship management
- Metric reporting & optimization
- Forecasting & scheduling model development
- Data-driven decision making
Perks:
- Remote-first work
- Unlimited PTO
- Recharge days
- Travel discounts
- Weekly UberEats credit
- Annual company offsites
- Generous parental leave
- Flexible return-to-work plan
- Competitive salary & equity
- Great benefits
- Wellness & development budgets
4 skills required
Job Details
At Super.com, we’re on a mission to help people save more, earn more, and get more out of life. That goes for both our customers and our team.
For our employees, Super.com is more than just a workplace—it’s an opportunity to grow, make an impact, and unlock your full potential. We invest in learning, celebrate bold ideas, and create pathways for career growth.
We move fast, think big, and always put people first. Your career should be as rewarding as the work you do, and at Super.com, we’re here to make every day Super.
About the role
We are seeking a highly skilled Workforce Management (WFM) Manager to optimize our contact center operations. You will manage relationships with our BPO WFM teams and collaborate to enhance workforce management strategies. Your main responsibilities include developing and maintaining metric reporting, generating insights for performance improvement, and establishing performance metrics. You will also develop forecasting and scheduling models, monitor contact volume fluctuations, and make data-driven adjustments to ensure adequate coverage.
This role offers the opportunity to drive continuous improvement in workforce management, conduct audits, recommend process changes, and maintain best practices. You will work closely with key stakeholders to address critical business questions and shape our workforce management strategies.
What you’ll be working on:
- Relationship Management
- Serve as the primary contact for managing relationships between our BPO WFM teams
- Collaborate with BPO partners to optimize workforce management strategies for efficiency
- Partner with Operations, Business Development, and Finance teams to analyze historical and forward-looking data/work trends, providing workflow inputs for budget and staffing decisions.
- Metric Reporting and Analysis
- Develop and maintain metric reporting for BPO operations, aligning staffing levels with contact center demand and service level objectives.
- Forecasting and Scheduling
- Develop comprehensive forecasting and scheduling models to align staffing schedules with service level targets and operational requirements.
- Monitor and react to fluctuations in contact volumes, call patterns, trends, and staff productivity, making data-driven adjustments to ensure adequate coverage.
- Continuous Improvement
- Tackle complex assignments with initiative and independent judgment, leveraging your analytical skills
Who we’re looking for:
- 3+ years of work experience in a WFM role in a contact center environment.
- Proven experience managing BPO WFM relationships and collaborating with external partners.
- Strong background in metric reporting and optimizing workforce management strategies.
- Demonstrated ability to tackle complex assignments with initiative and independent judgment.
- Experience developing forecasting and scheduling models, with a focus on meeting service level targets.
We’ve got you covered
- We are remote first: You have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms
- Other perks include: unlimited PTO, recharge days, travel discounts on SuperTravel, Weekly UberEats credit, annual company offsites
- We welcome new family additions with generous parental leave and a flexible return-to-work plan
- Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets
- This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits
We Believe in Equal Opportunity
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.
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