ITCON Services is seeking a highly skilled Workforce Management (WFM) Manager to lead workforce planning and real-time operations for a large-scale federal contact center program. The successful candidate will transform customer demand forecasts into actionable staffing and scheduling plans, ensuring optimal resource utilization and service delivery across multiple channels.
This is a critical leadership role for a workforce management professional who thrives in fast-paced, high-volume environments and possesses expertise in forecasting, capacity planning, scheduling, and real-time operational management.
Key Responsibilities
- Develop and maintain contact volume forecasts across multiple channels, skills, languages, and operating periods.
- Translate demand forecasts into interval-level staffing requirements and long-term capacity plans.
- Create workforce schedules that balance service-level objectives with operational efficiency.
- Monitor real-time adherence and workforce performance, making adjustments as necessary.
- Build and maintain staffing models that account for:
- Average Handle Time (AHT)
- Service level targets
- Abandonment rates
- Occupancy rates
- Shrinkage
- Absenteeism
- Training requirements
- Attrition trends
- Execute intraday reforecasting and recommend staffing adjustments to meet changing demand patterns.
- Monitor workforce utilization, productivity, attendance, and operational capacity.
- Provide workforce management reporting, insights, and recommendations to program leadership and the CQA Command Center.
- Develop surge staffing models, contingency plans, and reserve-capacity strategies to support fluctuating workloads and emergency operations.
- Identify opportunities for process improvements through workforce analytics and performance reporting.
Required Qualifications
- Bachelor's degree in Business, Operations Management, Mathematics, Statistics, or a related field (or equivalent experience).
- Minimum of 7 years of Workforce Management experience within enterprise contact center environments.
- Demonstrated experience with:
- Forecasting and demand planning
- Capacity planning
- Workforce scheduling
- Real-time and intraday workforce management
- Experience supporting large-scale, highly variable contact center operations.
- Proficiency with enterprise workforce management platforms and workforce analytics tools.
- Strong analytical, problem-solving, and data interpretation skills.
- Excellent written and verbal communication skills.
- Ability to present workforce planning recommendations to senior leadership and stakeholders.
Preferred Qualifications
- Experience supporting federal government contact center programs.
- Experience managing workforce planning during large-scale surge operations or emergency response efforts.
- Familiarity with multi-channel customer engagement environments, including voice, email, chat, SMS, and digital support channels.
- Experience supporting remote and geographically dispersed workforces.
- Knowledge of workforce optimization best practices and performance improvement methodologies.
Desired Skills & Competencies
- Workforce Forecasting & Analytics
- Capacity Planning & Resource Optimization
- Real-Time Operations Management
- Schedule Development & Adherence
- Contact Center Performance Management
- Data Visualization & Reporting
- Strategic Workforce Planning
- Risk Management & Contingency Planning
- Leadership & Team Collaboration
- Continuous Process Improvement
Why Join ITCON Services?
At ITCON Services, you'll have the opportunity to support mission-critical federal programs while working alongside talented professionals dedicated to operational excellence. We offer a collaborative environment where innovation, data-driven decision-making, and continuous improvement drive success.
Position Contingency Notice
This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.
