Boldr
Outsourcing/Offshoring
Manager,WorkforceManagement
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“Manager, Workforce Management at Boldr. Skills: Workforce Management, Staffing plans, Headcount modeling. Lead, coach, and develop team. Provide guidance on workload management”
What You'll Achieve.
Meet SLA targets; Meet efficiency goals; Support operational performance; Support client satisfaction
Industry & Context.
Root cause analysis
24/7 BPO environment
What They're Looking For.
Must Have
4–6 years Workforce Management experience, 2+ years supervisory or managerial role, Proficiency in WFM tools, Advanced MS Excel skills, Build staffing plans, Build headcount business cases, Proficiency with Metabase, Use AI tools, Strong communication skills, Experience leading or mentoring WFM specialists
Nice to Have
Bachelor’s degree in Business, Statistics, Operations Management, or related field, Hands-on experience with Assembled, Experience in BPO or outsourced CX setting, Familiarity with Erlang C modeling, Exposure to implementation or onboarding workflows, Experience building WFM functions from scratch, Bachelor’s degree in Business, Statistics, Operations Management, or a related field
What You'll Do.
Provide guidance on workload management
Provide guidance on performance metrics
Provide guidance on professional growth
Foster a culture of accuracy
Foster a culture of accountability
Foster a culture of continuous improvement
Serve as primary WFM point of contact
Translate workforce data into narratives
Translate workforce data into recommendations
Oversee Workforce Management practice
Ensure staffing aligns with targets
Ensure scheduling aligns with targets
Ensure performance monitoring aligns with targets
Build and maintain staffing plans
Translate volume forecasts into headcount
Develop and present business cases
Create scenario models
Leverage AI tools to improve accuracy
Leverage AI tools to reduce time-to-insight
Ensure capacity plans align with targets
Ensure capacity plans align with budgets
Ensure capacity plans align with resources
Partner with client-facing teams
Identify WFM growth opportunities
Support expansion conversations
Serve as WFM subject matter expert
Translate complex workforce data
Collaborate with clients to validate assumptions
Provide strategic recommendations
Own scheduling operations
Build and maintain scheduling frameworks
Ensure accurate creation of agent schedules
Ensure accurate maintenance of agent schedules
Review and approve overtime plans
Review and approve leave planning
Review and approve shift adjustments
Oversee intraday monitoring
Monitor real-time adherence
Adjust intraday coverage
Direct real-time operational adjustments
Communicate action plans to leadership
Interpret and communicate WFM metrics
Design and maintain reporting standards
Deliver regular reports on workforce performance
Provide data-driven insights
Provide data-driven recommendations
Partner with data and analytics team
Identify workforce risks
Propose mitigation strategies
Lead initiatives to improve forecasting accuracy
Lead initiatives to improve scheduling efficiency
Lead initiatives to improve workforce optimization
Drive continuous improvement across WFM processes
Drive continuous improvement across WFM tools
Drive continuous improvement across WFM reporting
How You'll Work.
Team & Collaboration
Internal stakeholders; Client discussions; Operations teams; Client stakeholders; Data and analytics team
Communication Scope
Present workforce data; Present recommendations
Full Job Description
### A LITTLE BIT ABOUT Boldr * Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world. * We are a global team, united by our desire to connect diverse people with common values for boldr impact. * We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner. ### LET’S START WITH OUR VALUES * Meaningful connections start with AUTHENTICITY * We do our best work by being CURIOUS * We grow by remaining DYNAMIC * Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE * At the heart of great partnerships we’ll always find EMPATHY ### WHAT IS YOUR ROLE As a Manager, Workforce Management, you will lead the Workforce team within a 24/7 BPO environment supporting email and chat operations. The role is responsible for shaping and driving the WFM strategy across the CX Operations and Support Practice. This is a high impact role focused on building and strengthening workforce planning capabilities, including designing staffing frameworks, leveraging AI and modern tools to model workforce needs, and supporting clients as they scale their operations. You will report to the Director, CX Operations and Support Practice, and work closely with the QA, Technical Services, and Implementations teams. ### WHY DO WE WANT YOU We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic. ### WHAT WILL YOU DO ### Leadership & Workforce Operations * Lead, coach, and develop a team of Workforce Analysts and Schedulers, providing guidance on workload management, performance metrics, and professional growth. Foster a culture of accuracy, accounta
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