SUMMARY OF JOB PURPOSE AND FUNCTION:

The Workforce Management Manager is responsible for overseeing daily workforce operations and leading a team of analysts and schedulers. This leadership role is responsible for driving forecasting accuracy, optimizing resource allocation, and ensuring operational alignment across departments and locations. It ensures staffing plans and scheduling processes are optimized to meet service goals and business requirements. The ideal candidate combines analytical skills with leadership experience to drive operational efficiency and service excellence across a dynamic, multi-channel environment.

ESSENTIAL RESPONSIBILITIES AND TASKS:

Workforce Planning & Strategy

Co-own and evolve the enterprise workforce strategy across diverse operational environments.

Lead long- and short-term capacity planning using data, trends, and forecasts.

Translate strategic goals into actionable workforce models that support service delivery.

Collaborate with Finance and Operations to develop accurate forecasts and staffing plans.

Align workforce models with seasonal demand, business growth, and service-level targets.

Proactively identify capacity risks and implement mitigation strategies.

Scheduling & Real-Time Management:

Oversee schedule creation and maintenance to ensure optimal coverage and employee engagement.

Monitor real-time adherence and service levels, implementing escalation protocols as needed.

Partner with Operations to manage intraday staffing gaps, callouts, and volume fluctuations

Team Leadership:

Lead, coach, and develop a team of workforce analysts and/or schedulers.

Set clear performance standards, provide regular feedback, and support career growth.

Foster a culture of accountability, collaboration, and continuous improvement.

Reporting & Insights:

Deliver actionable reports on staffing, adherence, forecast accuracy, and KPIs.

Present insights and recommendations to leadership to drive performance improvements.

Leverage tools such as Excel, Power BI, or other platforms to enhance reporting capabilities.

Collaboration & Stakeholder Engagement:

Partner with department leaders to align workforce strategies with business needs.

Coordinate with HR, Training, and Operations on hiring, onboarding, and capacity planning.

Act as a liaison between frontline teams and leadership on workforce initiatives.

Process Optimization:

Identify and implement improvements in forecasting, scheduling, and real-time management.

Support the evaluation and enhancement of WFM systems and tools.

Drive automation and standardization to improve operational efficiency.

Compliance & Documentation:

Ensure all workforce practices align with internal policies and labor laws.

Maintain documentation of forecasting models, scheduling processes, and reporting standards.

EDUCATION/EXPERIENCE:

High school diploma or equivalent

Bachelor’s degree in Business, Operations, Analytics, or related field.

5+ years of experience in workforce management, with 2+ years in a leadership role.

Experience in a veterinary, healthcare, or pet care environment

Certification in WFM platforms (e.g., NICE, Verint) or analytics tools (e.g., Power BI, Tableau)

Proficiency with Microsoft Office software including Excel, Word, Teams, and Outlook.

Comfortable navigating multiple systems simultaneously in a fast-paced environment.

Proficient in workforce management platforms (e.g., NICE, Verint, Genesys) and Microsoft Excel.

OTHER:

Experience with business intelligence or reporting tools such as Power BI or Tableau.

Strong interpersonal and leadership skills, with the ability to manage people and influence across functions.

Strong analytical thinking with the ability to interpret and explain data to non-technical audiences.

Experience in a service-oriented or call center environment (omnichannel preferred).

Working knowledge of labor laws, scheduling rules, and compliance practices.

Familiarity with statistical analysis and basic forecasting methodologies.

*All degrees will be deemed “or equivalent combination of education and experience” unless absolutely required to do the job (i.e., DVM degree for Veterinarian, Law degree for Attorney, etc.).

CORE COMPETENCIES:

Leads Change or Change Management

Business Acumen

Leads Change or Change Management

Managing & Measuring Work

Drive for Results

Additional Information: Compensation is negotiable based on education, experience, and other relevant credentials. The US base salary range for this full-time position is $93,000 - $120,000. Our salary ranges are determined by role, level, and location. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.

Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.