Workforce Management (WFM) Manager

About the role

MCI is looking for an experienced Workforce Management (WFM) Manager to lead forecasting, capacity planning, scheduling and real‑time operations for multiple client programs such as Chipotle, True Religion Jeans and JL Beauty. The role combines analytical rigor with cross‑functional leadership to ensure service‑level targets are consistently met.

Key responsibilities

• Develop short‑ and long‑term forecasts (daily, weekly, monthly) and maintain a rolling 90‑day accuracy tracker.
• Create headcount and staffing models that factor in attrition, absenteeism and seasonal demand.
• Design and optimize agent schedules across voice, chat and email channels.
• Monitor real‑time adherence, using live dashboards to adjust staffing (RDOT, OT, VTO) as needed.
• Produce daily, weekly and monthly WFM reports covering service levels, AHT, occupancy, shrinkage and utilization.
• Conduct variance, trend and root‑cause analyses and present actionable insights to operations and finance partners.
• Collaborate with recruitment, operations and HR to support proactive hiring and back‑fill strategies.

Required profile

• Proven experience in workforce management within a call‑center or BPO environment.
• Strong analytical mindset with the ability to translate data into operational improvements.
• Excellent communication and leadership skills for cross‑functional collaboration.
• Ability to manage multiple client programs simultaneously.

Required skills

• Power BI
• Excel