Manager, Workforce Management

Summary

You are responsible for designing, governing, and continuously improving the operating discipline that enables Scheduling and Real-Time Adherence (RTA) teams to proactively protect service performance and achieve SLA, KPI, occupancy, and customer experience targets. 

This role serves as the U.S. governance and enablement counterpart to global Scheduling & RTA execution leadership. It does not replace global execution ownership; instead, it establishes the standards, decision frameworks, playbooks, quality controls, and coaching required to move Scheduling and RTA from reactive task execution to proactive performance enablement. 

Your role in our mission

• Establish and enforce enterprise-wide Scheduling and RTA standards, decision rights, escalation paths, and operating cadences across both U.S. and global teams. 
• Create and govern a single, consistent Scheduling & RTA operating model that delivers predictable performance and a unified experience for U.S.-based customers. 
• Define decision guardrails and ensuring consistent application of those guardrails by both U.S. and global teams.
• Lead an U.S. Scheduling/RTA team while serving as the governance and enablement partner to a global Scheduling & RTA leader who manages global execution. 
• Establish clear role clarity, handoffs, communication norms, and escalation expectations so U.S. and global teams operate as one integrated workforce. 
• Partner with global leadership to elevate execution quality, critical thinking, and accountability without duplicating people-management responsibilities. 
• Influence and enable U.S.-based operations leaders through clear communication of risks, options, actions, and tradeoffs. 
• Building trust by shifting Scheduling and RTA from reactive reporting to proactive performance enablement. 
• Identify recurring performance or engagement gaps and translate them into improvements in standards, playbooks, coaching, or operating routines. 
• Understand schedule quality, staffing alignment, and intraday performance drivers, with the ability to translate data into clear actions. 
• Ensure intraday risks are identified early and addressed through standardized playbook actions. 
• Maintain a continuous-improvement mindset, using performance data, audits, and feedback to evolve governance, execution discipline, and customer outcomes. 

What we're looking for

• 6+ years of workforce management experience, with deep expertise in Scheduling and Real‑Time Adherence. 
• Demonstrated success establishing or enforcing WFM standards, governance, or operating discipline. 
  Strong understanding of intraday management, schedule design, service‑level tradeoffs, and performance drivers. 
• Experience working in hybrid U.S./global delivery models. 
• Proven ability to influence operations leaders without direct authority. 
• Strong analytical, critical‑thinking, and decision‑making skills. 
• Excellent written and verbal communication skills. 
• Hands‑on experience with enterprise WFM platforms (Verint preferred; NICE or similar acceptable). 

What you should expect in this role