Newstel Worldwide · 1 day ago
Workforce Manager (Remote)
United States
Full-time, Contract
Remote
Senior Level
5+ years expNewstel Worldwide is seeking an experienced Workforce Manager to support client accounts. This role is critical for ensuring optimal staffing and service level performance while driving efficiency in workforce operations.
Customer ServiceFacilities Support ServicesOutsourcing
Responsibilities
Perform forecasting activities to anticipate workload and staffing needs
Define staffing requirements based on forecasted demand
Adjust schedules and allocate resources effectively to maintain service level targets
Support internal RTAs in creating shift schedules for both internal and external teams, ensuring robust holiday and operational planning
Monitor and analyse real-time and historical service level performance across all communication channels (phone and email)
Ensure compliance with established Service Level Agreements (SLAs) and take corrective actions when deviations occur
Provide feedback on forecasting accuracy and recommend adjustments based on real-time trends
Develop and maintain detailed reports on service levels, adherence, and related WFM KPIs
Provide actionable insights and recommendations to improve operational efficiency
Identify and implement strategies to improve WFM processes to increase relevant KPIs
Evaluate tools and systems for potential upgrades or new integrations to improve efficiency
Develop contingency plans for unexpected spikes in customer demand or operational disruptions
Design and implement strategic plans to address and resolve backlog challenges, ensuring efficient and timely progress toward a “green” status
Lead the team during critical or high-pressure situations
Mentor the RTA team, fostering professional growth and engagement
Set clear goals and expectations to ensure the team consistently meets performance objectives
Qualification
Required
Proven 5 years of experience in Workforce Management, capacity planning, or service level management (lead or senior level preferred)
Experience using WFM tools; NICE WFM knowledge is a strong advantage
Leadership experience with the ability to mentor and support RTAs
Ability to manage priorities and make sound decisions in fast-paced environments
Excellent English communication skills (German is a plus)
Solid understanding of SLAs, forecasting accuracy, and workforce optimisation
Strong analytical and problem-solving skills with a data-driven mindset
Company
Newstel Worldwide
Newstel Worldwide is a trusted partner to clients across various industries, helping them achieve customer success and grow their businesses through digitally-led customer service solutions.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase