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Manager, Workforce Management

Independence Pet Group
Chicago, USA
Full-time
Manager · 7+ years experience
Remote
Discovered 2 weeks ago
excel

Full Job Posting

Basic Qualifications:

  • 7+ years of experience in workforce management, contact center operations, capacity planning, operations analytics, or a related field.
  • 3+ years of people leadership experience, including experience leading workforce management analysts, schedulers, real-time analysts, or operations support professionals.
  • Experience supporting a high-volume, multi-skilled contact center environment across one or more channels, such as phone, email, chat, messaging, case management, or back-office workflows.
  • Strong knowledge of workforce management practices, including forecasting, scheduling, shrinkage planning, real-time adherence, intraday management, occupancy, utilization, service level planning, and capacity modeling.
  • Demonstrated ability to interpret operational data, identify trends, assess root causes, and translate insights into practical recommendations for leadership.
  • Experience partnering cross-functionally with operations, training, quality assurance, finance, technology, analytics, compliance, and vendor teams.
  • Strong communication skills with the ability to explain workforce assumptions, risks, and recommendations to frontline leaders, senior leaders, and non-technical stakeholders.
  • Proficiency with Microsoft Excel, PowerPoint, Word, Outlook, reporting dashboards, and workforce management or contact center platforms.
  • Ability to work in a fast-paced, performance-driven environment where contact volumes, staffing needs, and business priorities may change quickly.

Preferred Qualifications:

  • Experience managing workforce plans for remote, hybrid, multi-site, omnichannel, or outsourced contact center teams.
  • Hands-on experience with workforce management platforms, telephony systems, CRM tools, quality monitoring systems, and business intelligence dashboards.
  • Experience improving forecast accuracy, schedule efficiency, adherence, service level performance, and cost efficiency through process improvement and technology adoption.
  • Bachelor’s degree in Business, Operations, Analytics, Mathematics, Statistics, Communications, or a related field, or equivalent practical experience.
  • Compensation:
  • National base pay range: $82,275 - $102,843 per year. Chicago base pay range: $90,503 - $113,127 per year. This is the range we reasonably expect to pay at hire. Placement within the range depends on job-related factors such as experience, skills, and certifications. This position is eligible for bonus or incentive pay. Base pay is one part of a total rewards package that includes the benefits listed below.
  • Interview Technology Notice: Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.
  • Text Messaging Notice: If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”
  • #LI-Remote
  • All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
  • Comprehensive full medical, dental and vision Insurance
  • Basic Life Insurance at no cost to the employee
  • Company paid short-term and long-term disability
  • 12 weeks of 100% paid Parental Leave
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (FSA)
  • Retirement savings plan
  • Personal Paid Time Off
  • Paid holidays and company-wide Wellness Day off
  • Paid time off to volunteer at nonprofit organizations
  • Pet friendly office environment
  • Commuter Benefits
  • Group Pet Insurance
  • On the job training and skills development
  • Employee Assistance Program (EAP)
  • Interview Technology Notice:
  • Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.
  • By continuing with the interview, you consent to this use.
  • Text Messaging Notice:
  • If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.
  • You may opt out of text communications at any time by replying “STOP.”
  • Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.
  • If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”

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