Posted On: 10-06-2020
Position Title: Workforce Manager
Job Location: El Paso, Texas
Contact: Alfonso Espinoza, Director – Human Resources – 915.225.4122 –


 Date:  10/15/2020   

Position Title: Manager Workforce Management

Reports to: Director of Customer Care

Department:  Customer Care                                                      

# Of Assoc. Supervised:  9 Directly

Location: El Paso, TX



Provide strategic direction and oversight of the workforce management functions within the Customer Care group. Optimize customer experience and workforce through forecasting and budgeting, workforce scheduling and management, reporting and analysis, technology solutions and quantitative/qualitative analysis.




  • Establishes contact forecasting plans for 8 brands serviced in a universal support contact center utilizing voice, chat and email
  • Collaborates with Care Center Directors and Senior Management to ensure that forecasts are in alignment with company strategy, necessary business rules and operational conditions
  • Leads team of technically savvy, analytical individual contributors that support and adjust the contact flow and staffing models within the Care Center
  • Oversees multiple data sources that provide key information in decision making
  • Uses real-time and forecasted information to deliver data and reports that align to key business priorities; leverages this information to make informed decisions and minimize operating costs
  • Maintains and analyzes workforce performance, leads analysis and directs staffing changes for continuous quality and productivity improvement
  • Manages WFM tools, IVR, ACD and all key telephony systems, both in house and vendor relationships
  • Executes and delivers on daily, weekly and monthly volume forecasts across multiple contact channels
  • Oversees retrieval of key data, the analysis of that data, as well as the data integrity of databases being utilized by contact centers
  • Develops KPI’s and reporting mechanisms to measure operating standards and to drive effective decision support
  • Develop and execute long-term strategic vision of Workforce Management
  • Drive the design of metrics, scorecards/dashboards and policies for Workforce Management
  • Collaborate with cross-functional leadership teams to plan and measure long-term growth strategies for the function
  • Provide guidance and leadership to supervisors, managers and directors throughout the Care Center
  • Act as a mentor to assist in the career growth and development of the team by driving focus on our values
  • Drive ongoing development of alternative workforce strategies. Support operations leadership team to execute on strategic initiatives.
  • Lead the development of operations divisional budgets and reforecasts.
  • Monitor and approve all operations hiring by delivering long and short-term staffing outlooks, monitoring requisition activity, and confirming all onboarding based on forecasted unit cost targets


  • Bachelor’s degree preferred; background in accounting or finance preferred
  • 7+ years of related forecasting and technical experience in a care center required
  • 7+ years of demonstrated advanced statistics analysis ability required
  • Advanced MS Excel abilities including deep VBA development experience required
  • Advanced MS Access abilities required
  • Experience with Mini-Tab or similar required
  • Experience with SAS preferred
  • 7+ years of demonstrated expertise in WFM software solutions
  • 5+ years of demonstrated expertise in channel platform software; Avaya CMS
    • Ability to write Custom and Designer reports required
  • Detail oriented with strong analytical ability
  • Ability to identify problems and long-term solutions
  • Excellent organizational and project management skills required
  • Interpersonal and leadership skills required