Job DescriptionWill manage the day to day work of the resource management team. Responsible for ensuring SLA's and CSAT are met for our customers.
The Manager of Workforce Management (WFM) is responsible for designing, implementing, and optimizing workforce strategies that support data center operations at scale. This role ensures the right technical talent is available at the right time to meet uptime, capacity, and service-level objectives. The position partners closely with Data Center Operations, Capacity Planning, HR, and Finance to drive forecasting accuracy, staffing efficiency, and labor cost optimization across multiple sites or regions.
Key Responsibilities- Develop short- and long-term workforce plans aligned with data center growth, capacity expansion, and operational demand.
- Build and maintain forecasting models for technician staffing, shift coverage, and project-based labor needs.
- Partner with capacity planning teams to align workforce supply with infrastructure demand.
- Oversee scheduling frameworks for 24/7/365 data center operations, ensuring optimal coverage and compliance.
- Implement standardized WFM processes across multiple facilities or regions.
- Monitor real-time staffing levels and adjust to meet SLAs, uptime requirements, and incident response needs.
- Lead workforce analytics including headcount modeling, productivity metrics, utilization rates, and labor cost analysis.
- Develop dashboards and reporting for executive visibility into workforce performance.
- Use data-driven insights to recommend staffing optimizations and efficiency improvements.
- Own and optimize WFM tools (e.g., scheduling systems, forecasting software, timekeeping platforms).
- Drive automation and digital transformation initiatives within workforce planning processes.
- Ensure integration between WFM systems and HRIS, ticketing, and capacity management tools.
- Partner with HR on hiring strategies, talent pipelines, and workforce scalability.
- Work with Finance to manage labor budgets, cost forecasting, and variance analysis.
- Collaborate with Data Center Operations leadership to align workforce plans with maintenance schedules, deployments, and incident management.
Required- Bachelor's degree in Business, Operations, Engineering, or related field.
- 8-12+ years of experience in Workforce Management, Operations Planning, or similar roles.
- 3-5+ years of leadership experience managing WFM or operations teams.
- Experience supporting 24/7 mission-critical environments (data centers, telecom, cloud, or similar).
- Strong analytical and modeling skills (Excel, SQL, or similar tools).
- Experience with WFM platforms (e.g., Kronos/UKG, NICE, Workday, or similar).
- Experience in hyperscale or colocation data center environments.
- Knowledge of capacity planning and infrastructure lifecycle management.
- Familiarity with ITIL, incident management, or service operations frameworks.
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