Posted On: 07-12-2018
Position Title: Workforce Management Forecast Manager
Job Location: USA
Contact: Maggie Presing –

Job Description

Department: Operations
Direct Reporting: Dual reporting to Operations and Finance
Functional Reporting: N/A
Direct Reports: Workforce Scheduler(s), Real-time Analyst(s)
Location: USA
FLSA Status: Exempt



The Workforce Management Forecast Manager is responsible for overseeing all elements of the VIPdesk Connect Workforce Management Forecast and Team, including managing long- and short-term forecasting for all client programs, developing and continually improving processes internally while working across departments, and developing, managing, and training the Workforce department team. The position will also work externally with VIPdesk Connect clients, providing forecasting and staffing plans, ensuring that clients are provided with proper forecasting and hiring plans across all channels and strategic support. The Workforce Management Forecast Manager will bring direct experiences and implement best practices that support strategic initiatives designed to foster team satisfaction. This position will also oversee the implementation and ongoing management of the WFM technology platform.

Essential Responsibilities include the following:

  • Serve as the expert in Workforce Management forecasting
  • Manage the WFM platform (Loxysoft)
  • Manage and develop the WFM team- providing coaching and training
  • Partner with the operations and finance teams to share responsibility for meeting service related metrics as outlined in each client contract such as service levels and response time objectives across all contact channels
  • Partner with the finance and sales teams to develop staffing projection models for prospective clients to be used in sales proposals
  • Ensures effective and efficient utilization as it relates to staffing coverage
  • Plans, organizes and manages the workload through accurate forecasts, staff calculations, schedules and management reports
  • Ensures the proper management and maintenance of call center customer service representatives (Brand Ambassadors), update team members preferences, special requests, exceptions, vacations and holidays, in a timely manner on applicable scheduling applications
  • Develop special forecasts for all channels for all operational areas to assist in developing staffing plans for projects as well as ongoing planning
  • Oversees the team that manages planning and distribution of work schedules and provide historical adherence reports to management
  • Oversee monitoring of real-time queue and adherence reports to ensure service level and response time objectives are met; oversee real-time escalation plans
  • Ensure maximum utilization of existing technologies to support efficient traffic distribution and use of staff
  • Develop long-term capacity plans and provide accurate workload predictions for annual budgeting and planning
  • Ensure compliance with employment labor laws, company standards, and procedures
  • Participate in industry associations for ongoing WFM development
  • Develop and maintain departmental processes/procedures and plans
  • Distribute daily internal SLA reporting


  • 5 years of direct workforce forecasting experience;
  • Hands on experience within last 12 months of Loxysoft or Aspect;
  • Extensive experience in multi-tasking environment;
  • Call Center experience required; Virtual call center experience ideal;
  • Strong organizational skills;
  • Strong desire to continually refine processes to improve team member satisfaction;
  • Strong diplomatic client relationship management skills;
  • Ability to network and identify best practices in the industry/workplace;
  • Superior time-management skills along with the ability to meet deadlines;
  • Strong management and customer service experience;
  • Strong Internet navigation skills along with a working knowledge of Microsoft Office;
  • Entrepreneurial nature, highly self-motivated;
  • Detail oriented with desire for quality work;
  • Excellent verbal and written communication skills;
  • Able to independently problem solve, plan and organize resources;
  • Incredible patience with internal and client questions (as they seek to gain understanding);
  • Able to smoothly resolve conflicts;
  • Ability to travel 10% to meet with clients if required;
  • Demonstrates professionalism, tact, detail orientation and strong sense of urgency;
  • Exercises initiative and calculated decision-making;
  • Able to successfully pass a credit, criminal and employment reference security check.


VIPdesk Connect is proud to be an equal opportunity employer, M/F/D/V