Manager, Workforce Management at Boldr

WHAT IS YOUR ROLE

• As a Manager, Workforce Management, you will lead the Workforce team within a 24/7 BPO environment supporting email and chat operations. The role is responsible for shaping and driving the WFM strategy across the CX Operations and Support Practice.
• This is a high impact role focused on building and strengthening workforce planning capabilities, including designing staffing frameworks, leveraging AI and modern tools to model workforce needs, and supporting clients as they scale their operations. You will report to the Director, CX Operations and Support Practice, and work closely with the QA, Technical Services, and Implementations teams.

WHY DO WE WANT YOU

• We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

Leadership & Workforce Operations

• Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth. Foster a culture of accuracy, accountability, and continuous improvement across the Workforce Management function.
• Serve as the primary WFM point of contact for internal stakeholders and client discussions, translating workforce data into clear business narratives and actionable recommendations.
• Oversee the overall Workforce Management practice across supported programs, ensuring staffing, scheduling, and performance monitoring activities align with operational targets and client expectations.

Staffing Planning & Headcount Modeling

• Build and maintain data-driven staffing plans for Boldr’s current and potential teams and client accounts, translating volume forecasts into headcount recommendations.
• Develop and present business cases for headcount needs using historical data, growth projections, and productivity benchmarks.
• Create scenario models for ramp, attrition, seasonal demand, and new program launches.
• Leverage AI tools and automation to improve forecast accuracy and reduce time-to-insight on staffing models.
• Ensure capacity plans align with client targets, budgets, and operational resources.

Client Growth & Expansion

• Partner with client-facing teams to identify WFM-related growth opportunities within existing accounts.
• Support expansion conversations by modeling capacity needs tied to new channels, geographies, or product lines.
• Serve as a WFM subject matter expert in client-facing meetings, translating complex workforce data into clear business narratives.
• Collaborate with clients to validate forecast assumptions and provide strategic recommendations that support operational performance and client satisfaction.

Scheduling & Capacity Management

• Own scheduling operations across supported programs using tools such as Assembled, ensuring SLA targets and efficiency goals are met.
• Build and maintain scheduling frameworks that account for time zones, skill routing, and multi-channel support environments.
• Ensure accurate creation and maintenance of agent schedules to support 24/7 coverage while balancing cost, efficiency, and service levels.
• Review and approve overtime plans, leave planning, and shift adjustments as needed to maintain optimal staffing coverage.

Real-Time Management & Performance Monitoring

• Oversee intraday monitoring of volumes, queues, and agent performance.
• Monitor real-time adherence and adjust intraday coverage as needed to maintain service levels and productivity targets.
• Direct real-time operational adjustments and communicate action plans to Operations leadership during service risks.

Data & Reporting

• Interpret and communicate WFM metrics through Metabase dashboards, surfacing actionable insights for operations leaders and clients.
• Design and maintain WFM reporting standards across the practice, including occupancy, shrinkage, utilization, SLA attainment, and adherence.
• Deliver regular reports on workforce performance and provide data-driven insights and recommendations to improve operational outcomes.
• Partner with data and analytics team members to evolve reporting infrastructure as the practice scales.

Strategic Partnership & Continuous Improvement

• Identify workforce risks and propose mitigation strategies.
• Lead initiatives to improve forecasting accuracy, scheduling efficiency, and overall workforce optimization.
• Drive continuous improvement across WFM processes, tools, and reporting standards as Boldr’s operations and client portfolio grow.

Requirements
WHAT WE’LL LIKE ABOUT YOU
YOU ARE…

• Curious and authentic, just like us! #beboldr .
• A builder who is energized by creating structure where little exists.
• Analytically grounded but able to communicate the story behind the numbers.
• Collaborative by default, and comfortable influencing without direct authority.
• Curious about emerging tools and eager to bring AI-assisted approaches into day-to-day WFM work.
• Client-oriented, with an instinct for how operational decisions connect to client satisfaction and growth.

YOU HAVE…

• Bachelor’s degree in Business, Statistics, Operations Management, or related field (preferred).
• 4–6 years of Workforce Management experience in a BPO/contact center environment, with at least 2 years in a supervisory or managerial role.
• Proficiency in WFM tools (Verint, NICE, Aspect, Genesys, or equivalent) and advanced MS Excel skills.
• Proven track record building staffing plans and headcount business cases with measurable outcomes.
• Hands-on experience with scheduling platforms; experience with Assembled is a strong plus.
• Proficiency with Metabase or similar BI/reporting tools for data interpretation and dashboard management.
• Demonstrated ability to use AI tools (e.g., ChatGPT, Claude, Copilot) to accelerate analysis, automate workflows, or build models.
• Strong communication skills with the ability to present workforce data and recommendations to both operations teams and client stakeholders.
• Experience leading or mentoring workforce analysts, schedulers, or WFM specialists.
• Comfort working across multiple client programs simultaneously in a fast-paced, ambiguous environment.

Nice to Have

• Experience in a BPO or outsourced CX setting, especially supporting multiple client accounts.
• Familiarity with Erlang C modeling or other contact center volume forecasting methodologies.
• Exposure to implementation or onboarding workflows where WFM inputs are needed early in the client lifecycle.
• Experience building WFM functions from scratch or in a startup or scale-up context.
• Bachelor’s degree in Business, Statistics, Operations Management, or a related field.