Overview:
We’re looking for a strategic and data-driven Senior Manager of Workforce Analytics to lead demand planning across our inbound sales and outbound dialing.
This is a high-impact role that directly influences revenue performance, client experience, and operational efficiency. You’ll partner closely with Marketing, Sales, Finance, and Operations to ensure we have the right staffing strategies in place to meet lead demand, optimize speed-to-dial, and drive conversion.
Responsibilities:
Essential Duties/Responsibilities:
- Own Forecasting & Demand Planning
- Develop and manage short- and long-term forecasts for inbound leads and outbound dialing
- Incorporate key drivers such as marketing performance, seasonality, and economic trends
- Continuously improve forecast accuracy using data analysis and advanced modeling
- Drive Capacity & Staffing Strategy
- Translate forecasts into headcount plans and hiring strategies
- Align staffing with lead generation and revenue targets
- Partner Cross-Functionally
- Collaborate with Marketing, Sales, Finance, and Operations to align on business goals
- Provide insights into trends, risks, and opportunities impacting demand
- Support scenario planning for campaigns, budget changes, and growth initiatives
- Lead & Develop a High-Performing Team
- Manage and mentor a team of WFM forecasting analysts
- Establish best practices, governance, and scalable processes
- Foster a culture of accountability, accuracy, and continuous improvement
- Deliver Insights & Performance Reporting
- Track and report on forecast accuracy, service levels, speed-to-dial, and productivity
- Identify drivers of variance and implement improvements
- Present data-driven recommendations to senior leadership
- Ensure Operational & Regulatory Alignment
- Incorporate compliance considerations into planning models
- Balance service levels, conversion performance, and cost efficiency
Qualifications:
Education/Experience:
- 8 years of Workforce Management experience, with deep expertise in forecasting
- Experience supporting sales-driven contact centers (inbound lead + outbound dialing)
- 3+ years of leadership experience managing and developing teams
Required Skills/Abilities:
Strong understanding of conversion funnels, lead flow, and agent productivity metrics
Advanced Excel skills; experience with SQL and Sigma preferred
Experience with WFM platforms
National Debt Relief Role Qualifications:
- Computer competency and ability to work with a computer.
- Prioritize multiple tasks and projects simultaneously.
- Exceptional written and verbal communication skills.
- Punctuality expected, ready to report to work on a consistent basis.
- Attain and maintain high performance expectations on a monthly basis.
- Work in a fast-paced, high-volume setting.
- Use and navigate multiple computer systems with exceptional multi-tasking skills.
- Remain calm and professional during difficult discussions.
- Take constructive feedback.
- Available for full-time position.
Compensation Information:
Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $133,500.00 to $153,500.00.
About National Debt Relief:
National Debt Relief was founded in 2009 with the goal of helping an expanding number of consumers deal with overwhelming debt. We are one of the most-trusted and best-rated consumer debt relief providers in the United States. As a leading debt settlement organization, we have helped over 450,000 people settle over $10 billion of debt, while empowering them to lead a healthier financial lifestyle and feel free to live their best life. At National Debt Relief, we treat our clients like real people. Our purpose is to elevate, empower, and transform their lives.
Rated A+ by the Better Business Bureau, our goal is to help individuals and families get out of debt with the least possible cost through conducting financial consultations, educating the consumer and recommending the appropriate solution. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.
Want to learn more about who we are? Connect with us on social!
Benefits:
National Debt Relief is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.
Our extensive benefits package includes:
- Generous Medical, Dental, and Vision Benefits
- 401(k) with Company Match
- Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
- 12 weeks Paid Parental Leave
- Pre-tax Transit Benefits
- No-Cost Life Insurance Benefits
- Voluntary Benefits Options
- ASPCA Pet Health Insurance Discount
- Wellness Incentive Program
National Debt Relief is a certified Great Place to Work®!
National Debt Relief is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other status protected by law.
For information about our Employee Privacy Policy, please see here
For information about our Applicant Terms, please see here
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