Boldr
Outsourcing/Offshoring
Manager,WorkforceManagement
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Workforce Management at Boldr. Skills: Workforce Management, Staffing plans, Headcount modeling. Lead, coach, and develop a team. Provide guidance on workload management”
Industry & Context.
Root cause analysis
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, Demonstrated ability to use AI tools, Strong communication skills, Experience leading or mentoring workforce analysts, Comfort working across multiple client programs
Nice to Have
Bachelor’s degree in Business, Statistics, Operations Management, or related field, Hands-on experience with Assembled, Experience in a 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 business narratives
Translate workforce data into actionable recommendations
Oversee Workforce Management practice
Ensure staffing aligns with operational targets
Ensure scheduling aligns with operational targets
Ensure performance monitoring aligns with operational targets
Ensure staffing aligns with client expectations
Ensure scheduling aligns with client expectations
Ensure performance monitoring aligns with client expectations
Build and maintain data-driven staffing plans
Translate volume forecasts into headcount recommendations
Develop and present business cases for headcount needs
Create scenario models for ramp
Create scenario models for attrition
Create scenario models for seasonal demand
Create scenario models for new program launches
Leverage AI tools and automation
Improve forecast accuracy
Reduce time-to-insight on staffing models
Ensure capacity plans align with client targets
Ensure capacity plans align with budgets
Ensure capacity plans align with operational resources
Partner with client-facing teams
Identify WFM-related growth opportunities
Support expansion conversations
Model capacity needs tied to new channels
Model capacity needs tied to new geographies
Model capacity needs tied to new product lines
Serve as WFM subject matter expert
Translate complex workforce data into business narratives
Collaborate with clients to validate forecast assumptions
Provide strategic recommendations
Own scheduling operations
Build and maintain scheduling frameworks
Ensure SLA targets are met
Ensure efficiency goals are met
Ensure accurate creation and maintenance of agent schedules
Support 24/7 coverage
Review and approve overtime plans
Review and approve leave planning
Review and approve shift adjustments
Oversee intraday monitoring of volumes
Oversee intraday monitoring of queues
Oversee intraday monitoring of agent performance
Monitor real-time adherence
Adjust intraday coverage
Maintain service levels
Maintain productivity targets
Direct real-time operational adjustments
Communicate action plans to Operations leadership
Interpret and communicate WFM metrics
Surface actionable insights for operations leaders
Surface actionable insights for clients
Design and maintain WFM reporting standards
Deliver regular reports on workforce performance
Provide data-driven insights
Provide data-driven recommendations
Partner with data and analytics team members
Evolve reporting infrastructure
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 standards
How You'll Work.
Team & Collaboration
Internal stakeholders; Client discussions; QA teams; Technical Services teams; Implementations teams; Client-facing teams; 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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