COPC Inc.
Work Location: Remote Role Overview The Manager, Workforce Management is a critical leadership position within COPC Managed Services, responsible for the strategic oversight and operational excellence of the Workforce Management (WFM) function on behalf of our client organizations. This role encompasses forecasting, capacity planning, scheduling, and real-time management, ensuring WFM strategies align with each client's business objectives and drive continuous improvement across all processes. The Manager builds strong relationships with client stakeholders and their delivery network — whether an internal center, one or more BPO partners, or a mix of both — leads a team of WFM professionals and provides strategic guidance so the WFM function meets the evolving needs of each client's business. The Manager is accountable for the performance results, business reviews, and analysis that keep client stakeholders informed and enable data-driven decisions. About The Role · Strategic Leadership: Develop and execute comprehensive WFM strategies that align with each client's goals and customer service objectives. Lead the WFM team in forecasting, capacity planning, scheduling, and real-time management to ensure optimal staffing levels and service performance across all customer service channels. · Forecasting & Capacity Planning: Oversee the development of accurate forecasts for call volumes, contact types, and resource needs. Lead capacity planning efforts to ensure the client's delivery network, whatever the mix of internal and BPO resources, is prepared to meet demand variability and maintain service level agreements. · Scheduling Optimization: Provide subject-matter expertise on scheduling optimization opportunities across the client's delivery network. · Real-Time Management: Ensure robust real-time management processes are in place to monitor performance, adjust staffing, and respond promptly to fluctuations in demand. Accountable for ensuring real-time issues are identified and addressed, particularly deviations from forecasted performance. · Stakeholder & Delivery Partner Management: Serve as the primary liaison for WFM-related interactions with client stakeholders and their delivery partners, ensuring clear communication and alignment on performance expectations. Collaborate to drive improvements in WFM practices and achieve mutual goals, including attending business review meetings to provide real-time expertise and analysis. · Data-Driven Decision Making: Use advanced analytics to drive insights into WFM performance, identifying trends, opportunities for improvement, and areas of risk. Present detailed performance reports to client stakeholders and senior leadership, offering actionable recommendations to enhance service delivery. · Champion continuous improvement initiatives across all WFM functions. Lead the team in evaluating new tools, technologies, and methodologies that enhance forecasting accuracy, scheduling efficiency, and overall operational effectiveness. · Mentor and develop the WFM team, fostering a culture of excellence, accountability, and professional growth, and ensuring the team is equipped to perform at a high level in support of client goals. ABOUT YOU · 5+ years in workforce management or a related field (such as operations, customer service management, or business analytics). · 3+ years in a demonstrated, successful leadership or management role, with the ability to lead teams, manage delivery partners across varied operating models, and drive strategic initiatives. · Proficiency in WFM tools and software, with a deep understanding of forecasting models, capacity planning techniques, scheduling optimization, and real-time monitoring processes. · Exceptional analytical and problem-solving abilities, with the capacity to interpret complex data, identify trends, and make data-driven decisions that enhance operational performance. · Outstanding communication and presentation skills, capable of conveying complex WFM strategies and performance insights to client stakeholders and senior leadership. · Proven ability to drive innovation and manage change within a dynamic environment, including experience implementing new technologies, processes, or methodologies that improve WFM efficiency and effectiveness. ABOUT COPC INC. COPC Inc. is a global leader in customer experience (CX) performance improvement, certification, and advisory services. For nearly three decades, COPC has set the standard for operational excellence in customer contact and support operations worldwide. Our Managed Services team partners directly with client organizations to oversee and improve day-to-day operational performance across their customer experience delivery network, whether that network is a single internal center, a portfolio of business process outsourcing (BPO) partners, or any combination of the two. Acting as an extension of our clients' teams, COPC Managed Services professionals are accountable for driving measurable improvements in performance, leading business reviews, and delivering the analysis clients need to make confident, informed decisions. WHY COPC COPC offers competitive compensation and a comprehensive benefits package, along with the opportunity to work across a global portfolio of clients and industries. We invest in the growth of our people, including access to COPC's own body of CX standards, training, and certification programs. Specific benefits vary by location and will be reviewed with you during the hiring process. Learn more about COPC Inc. at www.copc.com.
COPC Inc.
