Manager, Workforce Management Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Workforce Management Operations based in the United States.

This is a mission-driven leadership role overseeing Workforce Management operations supporting 24/7 crisis intervention services across multiple channels and countries.
You will lead a WFM team responsible for forecasting demand, optimizing staffing, and maintaining reliable service coverage.
The role combines strategic workforce planning with hands-on operational management and continuous process improvement.
You will develop advanced forecasting models, capacity plans, scheduling strategies, and scenario analyses for changing contact volumes.
Working closely with crisis services leadership, you will turn operational data into actionable staffing and performance decisions.
The position offers the opportunity to influence critical services while fostering a collaborative, inclusive, and high-accountability team environment.
This is a fully remote opportunity open to candidates across the continental U.S., Alaska, and Hawaii.