Manager, Workforce

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

KEY RESPONSIBILITIES

Scheduling

• Build and publish weekly schedules for all accounts
• Manage schedule change requests, exception processing, and shift swap approvals
• Optimize scheduling to minimize overstaffing and understaffing at interval level
• Ensure schedules reflect current capacity plan inputs and forecast volumes

Real-Time Management

• Monitor intraday adherence and service levels across all accounts
• Execute intraday reforecasting when volume deviates significantly from plan
• Escalate and manage real-time staffing adjustments - overtime, voluntary time off, emergency coverage
• Maintain RTM dashboard accuracy with same-day resolution of data discrepancies

Compliance

• Own the compliance calendar
• Conduct monthly compliance review of scheduling outputs; document findings
• Ensure zero scheduling violations across both countries; escalate risks immediately

Reporting & Analytics

• Deliver regional reporting suite on schedule and with documented accuracy
• Produce weekly adherence and schedule effectiveness reports for operations review
• Provide short-term outlook for Americas accounts as input to monthly capacity plan

People Management

• Supervise WFM Supervisors and Analysts
• Conduct regular 1:1s and structured performance conversations
• Identify technical gaps in team; escalate development needs to Sr. WFM Manager

REQUIREMENTS

Non-Negotiable

• Minimum 3 years in Workforce Management in a contact center environment
• Direct scheduling and real-time management experience in a multi-site environment
• Working knowledge of different rules relates to scheduling
• Proficiency in WFM tools and scheduling software
• Demonstrated ability to manage adherence performance and intraday operations

Strongly Preferred

• Experience managing WFM Global Operations
• Familiarity with interval-level forecasting and Erlang C methodology
• Has supervised direct reports in a WFM or operations environment