Workforce Manager

[Industry: Holding Companies | Type: Full-time | Level: Mid-Senior level] Contact Center Workforce ManagerLocation:Charlotte, NCDepartment:National Booking CenterReports To:Director of Operations / Call Center OperationsRole OverviewThe NearU National booking center is a centralized appointment setting contact center for NearU supported home services companies. The Contact Center Workforce Manager is responsible for ensuring the National Booking Center shifts are staffed correctly, at the right times, with the right people This role owns forecasting, scheduling, intraday management, and real-time adherence to optimize service levels, employee experience, and operational efficiency.This position plays a critical role in balancing customer demand, agent availability, and business objectives while supporting the continued growth and operational maturity of the National Booking Center.Key ResponsibilitiesWorkforce Planning & ForecastingForecast call volume and staffing needs using historical data, trends, seasonality, and business inputsDevelop short-term and long-term staffing models to support service level and operational targetsPerformmanual forecasting and scenario modelingwhen automated tools, clean data, or systems are unavailableScheduling & Capacity ManagementBuild and maintain agent schedules aligned to forecasted demandManage intraday schedules including breaks, lunches, meetings, training, and special assignmentsMake real-time schedule adjustments to address volume fluctuations, absenteeism, or operational changesReal-Time Management & AdherenceMonitor schedule adherence and conformance throughout the dayIdentify adherence trends, risks, and gaps; surface insights to leadershipPartner with supervisors and managers to correct intraday performance issues quickly and effectivelyReporting & AnalysisProduce workforce reports related to adherence, utilization, shrinkage, and staffing effectivenessAnalyze workforce performance data and recommend improvements to forecasts, schedules, and processesTranslate data into clear, actionable insights—not just dashboards that look cool in meetingsTechnology & OptimizationUtilize workforce management and contact center tools to support forecasting, scheduling, and intraday managementSupport the implementation and optimization of new workforce management or forecasting softwarePartner with Operations, IT, and vendors to improve forecasting accuracy and tool adoptionCross-Functional CollaborationCollaborate with Operations, Training, QA, and Leadership to align staffing with business prioritiesSupport special initiatives such as new program launches, seasonal demand shifts, and operational pilotsRequired QualificationsExperience in workforce management or workforce coordination within a contact center environmentDemonstrated experience with manual forecasting techniquesErlang calculationsStrong understanding of forecasting, scheduling, adherence, and intraday managementAdvanced Excel and data analysis skills (pivot tables, formulas, trend analysis)Ability to communicate workforce insights clearly to operational and executive leadersStrong organizational skills and the ability to manage competing priorities in a fast-paced environmentPreferred QualificationsExperience withServiceTitan Contact Center Pro (CCP)or similar contact center platformsExperience implementing or supportingnew workforce management or forecasting softwareExposure to multi-skill, multi-queue, or multi-brand contact center environmentsFamiliarity with service level, occupancy, shrinkage, and utilization metricsWhat Success Looks LikeForecasts leadership trustsSchedules that match demandStrong schedule adherence without micromanagement