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McAfee · 10 hours ago

Senior Manager, Workforce Management

US, Texas, Frisco

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

McAfee is a leader in personal security for consumers, focused on protecting people in an always online world. The Senior Manager of Workforce Management will provide leadership across multiple teams, ensuring alignment with organizational objectives and driving operational excellence through strategic initiatives and data-driven decision making.

Consumer ElectronicsEnterprise SoftwareInformation TechnologyNetwork Security

Responsibilities

Develop and execute comprehensive WFM strategies that align with company goals and customer service objectives

Lead the WFM team in forecasting, capacity planning, scheduling, and real-time management to ensure optimal staffing levels and service performance across all customer service channels

Oversee the development of accurate forecasts for call volumes, contact types, and resource needs

Lead capacity planning efforts to ensure that BPO partners are prepared to meet demand variability and maintain service level agreements

Provide SME expertise to the VMO on scheduling optimization opportunities of the BPOs

Ensure robust real-time management processes are in place to monitor performance, adjust staffing, and respond promptly to fluctuations in demand

Accountable that real-time management issues are identified and addressed, particularly as they related to deviations from forecasted performance

Serve as the primary liaison for WFM-related interactions with BPO vendors, ensuring clear communication and alignment on performance expectations

Collaborate with vendors to drive improvements in WFM practices and achieve mutual goals

Utilize advanced analytics to drive insights into WFM performance, identify trends, opportunities for improvement, and areas of risk

Present detailed performance reports to senior leadership, offering actionable recommendations to enhance service delivery

Champion continuous improvement initiatives across all WFM functions

Lead the team in evaluating new tools, technologies, and methodologies that enhance forecasting accuracy, scheduling efficiency, and overall operational effectiveness

Qualification

Workforce ManagementForecastingCapacity PlanningWFM Tools ProficiencyData AnalysisVendor ManagementChange ManagementContinuous ImprovementCommunication SkillsProblem-SolvingLeadership

Required

8+ years in workforce management or a related field (such as operations, customer service management, or business analytics)

3+ years of demonstrated, successful leadership or management role, demonstrating the ability to lead teams, manage vendors, and drive strategic initiatives

Proficiency in WFM tools and software (e.g., NICE, Verint, Genesys, or similar), with a deep understanding of forecasting models, capacity planning techniques, scheduling optimization, and real-time monitoring processes

Exceptional analytical and problem-solving abilities, with the capacity to interpret complex data, identify trends, and make data-driven decisions that enhance operational performance

Outstanding communication and presentation skills, capable of effectively conveying complex WFM strategies and performance insights to senior stakeholders and external partners

Proven ability to drive innovation and manage change within a dynamic environment. Experience in implementing new technologies, processes, or methodologies that improve WFM efficiency and effectiveness