CX Workforce Management Manager (Remote in USA)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

Manages multi-channel (voice and non-voice) workforce planning reporting to ensure optimal visibility to contact center specific metrics and insights. Leads the development and execution of WFM reporting — including accurate data to feed forecasting models, drive operational efficiency, cost optimization, and exceptional service delivery. Partners cross-functionally on transformative initiatives and while fostering a high-performing team and culture aligned with business objectives in a multi priority environment. May also lead a contingent of WFM resources, so multifaceted contact center leadership experience is encouraged. The person selected for this postion will have a background in industries such as healthcare, insurance, or business process outsourcing (BPO) with high-volume contact center or service operations. Understanding of industry-specific regulations, labor laws, and compliance considerations related to workforce planning (e.g., scheduling requirements, overtime rules) is advantageous as a people leader.

Your role in our mission

• Performance Analysis & Reporting : Leads the analysis of workforce data and key performance indicators (forecast accuracy, service level, occupancy, AHT, adherence, etc.) to uncover trends, bottlenecks, and areas for improvement. Establishes appropriate KPIs in partnership with WFM leadership and COE leaders to measure contact center efficiency and effectiveness. Provides regular, actionable reporting on workforce performance in partnership with the respective WFM leaders over capacity planning and scheduling to senior leadership and stakeholders, using data-driven insights to inform tactical and strategic decisions.
• WFM Technology & Automation: Champions the use of workforce management software (Verint, IEX) and its existing reporting tools and dashboards to enhance planning accuracy and efficiency. Pursues automation opportunities and the development of external reports to streamline WFM processes, improve responsiveness and Operational engagement.
• Cross-Functional Collaboration: Collaborates closely with Customer Experience, Quality, Training, Technology teams as well as WFM peers to ensure workforce plans and schedules are aligned with business objectives and accounts for upcoming initiatives or constraints. Supports new program launches and business transformations with expert reporting and workforce planning input to ensure proper staffing and resource planning from the outset.
• Team Leadership & Development: Builds, leads, and mentors a high-performing WFM team, including reporting and WFM analysts, schedulers, and real-time coordinators. Sets clear goals and performance expectations for the WFM team, and provides ongoing coaching, development, and succession planning for both WFM and reporting team members. Fosters a positive, collaborative work environment that encourages professional growth, innovation, and accountability. Ensures the WFM team is engaged, well-trained, and effectively partnered with other departments to achieve shared goals.

What we're looking for

• Education: 4-year degree or 8 - 10 years in contact centers aligned to Reporting, WFM or multi-faceted Operational roles focused on similar work.
• Workforce Management/ Contact Center Expertise: 8 or more years of experience in workforce management and/or large-scale contact center operations, with at least 5 years in a leadership role. Demonstrated deep knowledge of reporting, forecasting, scheduling, intraday management, and capacity planning in a complex, multi-site customer service environment.
• Strategic Leadership: Proven ability to lead organizational changes and process improvements in an operation or WFM function, delivering measurable gains in efficiency, service levels, or cost savings. Able to define a vision for the reporting/WFM organization and execute initiatives that align with broader business strategy.
• Analytical & Problem-Solving Skills: Exceptional analytical skills with the ability to interpret large data sets and translate them into actionable plans. Adept at critical thinking and data-driven decision-making, especially under dynamic conditions. Comfortable with advanced Excel analysis, Power BI, Data Bricks as well as creating BI reports for the contact center to provide and drive insights around outliers and KPIs.
• Stakeholder and Team Management: Excellent communication and interpersonal skills, with a track record of effectively collaborating with and translating dialogue into operational reporting. Able to clearly present workforce plans and performance data to non-WFM audiences and incorporate their feedback to refine strategies and reporting. Demonstrated success in managing and developing high-performing teams. Strong interpersonal leadership capabilities, including performance management, coaching, and the ability to inspire and motivate staff across different locations, teams, or functions.

What you should expect in this role

• This is a full-time permanent regular salaried (W-2) employee position.
  ○ Monday through Friday work schedule (40 hours per week).
• Based on business need, travel may be required up to 10 – 20%.
• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload. Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• This position will remain posted until October 24, 2025 to receive applications.

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The pay range for this position is $92,800.00 - $132,600.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.