James Allen · 2 months ago
Workforce Management Manager (WFM)
United States
Full-time
Remote
Mid, Senior LevelJames Allen is a company that values elegance and care in their jewelry. They are seeking a Workforce Management (WFM) Manager to oversee workforce operations, ensuring optimal staffing and service levels while balancing efficiency and team well-being to support exceptional customer experiences.
E-CommerceJewelryProduct DesignRetail
Responsibilities
Create, publish, and communicate schedules, serving as a trusted point of contact for scheduling needs and ensuring equitable shift distribution ensuring adequate coverage for peak and off-peak times
Acts as the point of contact for schedules changes and to ensure appropriate levels of coverage
Oversee real-time management of staffing and monitoring of service levels, making adjustments to optimize coverage, service levels, such as calling in additional staff, approving overtime, or reassigning tasks
Monitors the traffic volumes of each queue and adjusts coverage as needed to ensure optimal service levels and labor cost metrics
Develop, analyze, and present workforce reports and performance metrics to leadership, including insights related to employee workload and engagement trends
Lead workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction
Partner with leadership to balance service levels, labor costs, and engagement-focused initiatives that support retention and satisfaction
Partner with leadership on workforce planning processes including forecasting, capacity planning, and scheduling to meet business objectives while promoting fairness, transparency, and employee satisfaction
Identifies areas improvement and offers innovative solutions for efficiency in scheduling, service levels and labor costs
Tracking productivity, adherence to schedules, and overall workforce efficiency, then sharing insights with leadership to improve operations
Work with leadership to identify trends, risks, and opportunities through data analysis, offering innovative solutions to improve both operational efficiency and employee experience
Demonstrate sound judgment, adaptability, and empathy in managing dynamic operational demands and supporting team engagement
Partner with Customer Service, Quality Assurance, and Learning & Development to plan for training, coaching, and QA calibration sessions
Collaborate with Tech/Systems teams to ensure WFM tools (e.g., NICE, Freshdesk, CSR, or similar) are optimized and data integrity is maintained
Identify opportunities for automation, efficiency, and improved forecasting accuracy. Produce and analyze WFM reports on forecast accuracy, adherence, occupancy, and service level performance
Present insights and recommendations to leadership to drive operational improvements
Maintain dashboards and key performance metrics for visibility across the organization
Lead, coach, and develop a team of workforce analysts, real-time analysts
Qualification
Required
Experience in workforce management, including forecasting, scheduling, and real-time management of resources
Strong analytical skills with the ability to develop, analyze, and present workforce reports and performance metrics
Proven ability to balance service levels, efficiency, and team well-being
Experience in collaborating with cross-functional teams and leadership
Demonstrated sound judgment, adaptability, and empathy in managing operational demands
Experience with WFM tools (e.g., NICE, Freshdesk, CSR, or similar)
Ability to identify areas for improvement and offer innovative solutions
Strong communication skills to serve as a trusted point of contact for scheduling needs
Experience in tracking productivity, adherence to schedules, and overall workforce efficiency
Ability to maintain dashboards and key performance metrics for visibility across the organization
Experience in leading, coaching, and developing a team of workforce analysts
Company
James Allen
JamesAllen.com has pioneered the way consumers shop for fine jewelry online.
Founded in 2006
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Inna Uretsky
Director of Social Media and Influencer Marketing
Recent News
Research and Markets
2025-06-27
Precedence Research
2025-04-24
Company data provided by crunchbase