Position Summary: The Manager, Workforce Management leads workforce planning, forecasting, scheduling, and workforce optimization activities across multiple servicing functions. This role develops and executes staffing strategies that align resources with customer demand, operational objectives, and business priorities. Through leadership of the Workforce Management team, cross-functional partnership, and data-driven decision-making, driving service excellence, operational efficiency, business continuity, and continuous improvement initiatives that support organizational success.
Essential Duties and Responsibilities: - Lead the development and execution of workforce strategies, including forecasting, capacity planning, staffing models, and resource allocation plans aligned with operational objectives and customer demand.
- Oversee workforce management functions, including scheduling, real-time operations, workforce optimization, and performance monitoring to achieve service, productivity, and operational goals.
- Direct the analysis of workforce trends, forecasts, workload drivers, and operational metrics to identify risks, opportunities, and staffing recommendations.
- Manage outbound workforce planning and dialer strategies, including campaign pacing, resource deployment, and performance optimization to support outbound operations.
- Partner with business leaders to develop staffing strategies that balance customer experience, employee engagement, compliance, operational efficiency, and financial objectives.
- Lead workforce reporting, analytics, and executive presentations by translating complex data into actionable insights and business recommendations.
- Oversee the administration, optimization, and continuous improvement of workforce management technologies, including Genesys Cloud, ensuring system effectiveness and alignment with business needs.
- Manage, coach, and develop Workforce Management team members by establishing expectations, supporting growth, and fostering a culture of accountability and continuous improvement.
- Collaborate with Operations, Training, Quality, Human Resources, Technology, and other stakeholders to support strategic initiatives, business continuity, emergency preparedness, and workforce optimization efforts.
- Perform other duties as assigned to support business transformation, operational excellence, and workforce optimization goals.
Qualifications and Competencies Required Required Experience: - Minimum of five (5) years of experience in workforce management, workforce planning, forecasting, capacity planning, contact center operations, operational analytics, or workforce optimization.
- Minimum of two (2) years of leadership or people management experience, including coaching, performance management, and development of professional staff.
- Experience developing and executing workforce strategies, staffing models, capacity plans, and resource allocation plans within a multi-channel customer service, servicing, collections, or operational environment.
- Advanced knowledge of workforce management principles, forecasting, scheduling, service level management, workforce optimization, and real-time operational support.
- Experience analyzing workforce and operational data to identify trends, develop strategic recommendations, and drive business performance and workforce planning decisions.
- Advanced proficiency with workforce management technologies, including Genesys Cloud Workforce Management or comparable platforms, and Microsoft Excel for forecasting, modeling, reporting, and data analysis.
- Proven ability to lead cross-functional partnerships, manage multiple priorities, support business continuity initiatives, and drive organizational change.
Education: - Bachelor's degree in Business Administration, Finance, Operations Management, Data Analytics, Mathematics, Statistics, or a related field; equivalent combination of education and experience may be considered.
- Overtime required • Travel 0-10% - as required on an as needed basis.
- Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX ( Hybrid)
Qualifications Preferred: - Experience supporting automotive finance, banking, lending, collections, customer care, retail servicing, lease servicing, lease maturity, titles, or special services operations.
- Professional certification in Workforce Management, Contact Center Management, Data Analytics, Project Management, or a related discipline.
- Experience utilizing business intelligence and data visualization tools such as Power BI, Tableau, or similar platforms to develop dashboards, reporting, and workforce insights.
Physical Demands Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Work Schedule 'This position operates in a hybrid work environment requiring a minimum of two days per week in the office. Work schedules are designed to support business and operational needs and may include varying shifts, generally between 8:00 a.m. and 6:00 p.m., Monday through Friday, with additional evening or weekend hours as necessary. Schedule requirements and work hours may be modified to meet evolving business demands.
An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.
