Gainwell Technologies
CX Workforce Management Manager (Remote in USA)
Gainwell Technologies, Granite Heights, Wisconsin, United States
CX Workforce Management Manager (Remote in USA)
Apply for the CX Workforce Management Manager (Remote in USA) role at Gainwell Technologies.
Summary Manages multi‑channel (voice and non‑voice) workforce planning reporting to ensure optimal visibility to contact center specific metrics and insights. Leads the development and execution of WFM reporting—including accurate data to feed forecasting models, drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross‑functionally on transformative initiatives and fosters a high‑performing team culture aligned with business objectives in a multi‑priority environment. May lead a contingent of WFM resources; multifaceted contact center leadership experience is encouraged. The selected candidate will have a background in industries such as healthcare, insurance, or business process outsourcing (BPO) with high‑volume contact center or service operations. Understanding of industry‑specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous as a people leader.
Your role in our mission
Performance Analysis & Reporting: Leads the analysis of workforce data and KPIs (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and improvement areas. Establishes appropriate KPIs with WFM leadership and COE leaders. Provides actionable reporting to senior leadership and stakeholders, using data‑driven insights to inform tactical and strategic decisions.
WFM Technology & Automation: Champions workforce management software (Verint, IEX) and its reporting tools and dashboards. Pursues automation opportunities and develops external reports to streamline WFM processes and improve responsiveness.
Cross‑Functional Collaboration: Works closely with Customer Experience, Quality, Training, Technology teams and WFM peers to ensure workforce plans and schedules align with business objectives and account for upcoming initiatives or constraints.
Team Leadership & Development: Builds, leads, and mentors a high‑performing WFM team, including reporting and WFM analysts, schedulers, and real‑time coordinators. Sets clear goals, provides coaching and development, and fosters a positive, collaborative work environment.
What We're Looking For
Education: 4‑year degree or 8‑10 years in contact centers aligned to Reporting, WFM or multi‑faceted Operational roles focused on similar work.
Workforce Management/ Contact Center Expertise: 8+ years in workforce management and/or large‑scale contact center operations, with at least 5 years in a leadership role. Demonstrated deep knowledge of reporting, forecasting, scheduling, intraday management, and capacity planning.
Strategic Leadership: Proven ability to lead organizational changes and process improvements, delivering measurable gains in efficiency, service levels, or cost savings.
Analytical & Problem‑Solving Skills: Exceptional analytical skills, ability to interpret large data sets, and translate them into actionable plans. Skilled with Excel, Power BI, Data Bricks, and BI report creation.
Stakeholder and Team Management: Excellent communication, interpersonal skills, and a track record of managing and developing high‑performing teams.
What You Should Expect In This Role
This is a full‑time permanent regular salaried (W‑2) employee position. Monday through Friday work schedule (40 hours per week).
Based on business need, travel may be required up to 10‑20%.
Health (medical, dental, vision) benefits start on day 1 of employment.
Company match 401K and other benefits available within months of starting.
New employees are eligible for flexible vacation after 90 calendar days of employment.
Company‑provided computer for work use.
Remote positions require broadband internet with minimum 24 Mbps download and 8 Mbps upload.
Video cameras must be used during all interviews and the initial week of orientation if hired.
This position will remain posted until October 24, 2025 to receive applications.
Pay Range The pay range for this position is $92,800.00 – $132,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job‑related knowledge, skills, and experience among other factors.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Project Management and Information Technology
Industries IT Services and IT Consulting
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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Summary Manages multi‑channel (voice and non‑voice) workforce planning reporting to ensure optimal visibility to contact center specific metrics and insights. Leads the development and execution of WFM reporting—including accurate data to feed forecasting models, drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross‑functionally on transformative initiatives and fosters a high‑performing team culture aligned with business objectives in a multi‑priority environment. May lead a contingent of WFM resources; multifaceted contact center leadership experience is encouraged. The selected candidate will have a background in industries such as healthcare, insurance, or business process outsourcing (BPO) with high‑volume contact center or service operations. Understanding of industry‑specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous as a people leader.
Your role in our mission
Performance Analysis & Reporting: Leads the analysis of workforce data and KPIs (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and improvement areas. Establishes appropriate KPIs with WFM leadership and COE leaders. Provides actionable reporting to senior leadership and stakeholders, using data‑driven insights to inform tactical and strategic decisions.
WFM Technology & Automation: Champions workforce management software (Verint, IEX) and its reporting tools and dashboards. Pursues automation opportunities and develops external reports to streamline WFM processes and improve responsiveness.
Cross‑Functional Collaboration: Works closely with Customer Experience, Quality, Training, Technology teams and WFM peers to ensure workforce plans and schedules align with business objectives and account for upcoming initiatives or constraints.
Team Leadership & Development: Builds, leads, and mentors a high‑performing WFM team, including reporting and WFM analysts, schedulers, and real‑time coordinators. Sets clear goals, provides coaching and development, and fosters a positive, collaborative work environment.
What We're Looking For
Education: 4‑year degree or 8‑10 years in contact centers aligned to Reporting, WFM or multi‑faceted Operational roles focused on similar work.
Workforce Management/ Contact Center Expertise: 8+ years in workforce management and/or large‑scale contact center operations, with at least 5 years in a leadership role. Demonstrated deep knowledge of reporting, forecasting, scheduling, intraday management, and capacity planning.
Strategic Leadership: Proven ability to lead organizational changes and process improvements, delivering measurable gains in efficiency, service levels, or cost savings.
Analytical & Problem‑Solving Skills: Exceptional analytical skills, ability to interpret large data sets, and translate them into actionable plans. Skilled with Excel, Power BI, Data Bricks, and BI report creation.
Stakeholder and Team Management: Excellent communication, interpersonal skills, and a track record of managing and developing high‑performing teams.
What You Should Expect In This Role
This is a full‑time permanent regular salaried (W‑2) employee position. Monday through Friday work schedule (40 hours per week).
Based on business need, travel may be required up to 10‑20%.
Health (medical, dental, vision) benefits start on day 1 of employment.
Company match 401K and other benefits available within months of starting.
New employees are eligible for flexible vacation after 90 calendar days of employment.
Company‑provided computer for work use.
Remote positions require broadband internet with minimum 24 Mbps download and 8 Mbps upload.
Video cameras must be used during all interviews and the initial week of orientation if hired.
This position will remain posted until October 24, 2025 to receive applications.
Pay Range The pay range for this position is $92,800.00 – $132,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job‑related knowledge, skills, and experience among other factors.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Project Management and Information Technology
Industries IT Services and IT Consulting
Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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