Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. We’re all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

The Workforce Management (WFM) Senior Manager is responsible for leading forecasting, capacity planning, scheduling, and real-time workforce management efforts across the Sales and Client Success departments. This role will ensure operational efficiency, service level attainment, and optimal utilization of staffing resources. The WFM Manager will collaborate cross-functionally with stakeholders in Operations, Sales, Marketing, Product, Finance, and Quality Assurance to ensure alignment between business needs and workforce strategy.
This individual will also lead a team of WFM professionals, driving continuous improvement in forecasting models, staff planning, and performance management systems.

Workforce Planning

• Develop and maintain short- and long-term staffing forecasts using historical trends, business intelligence, and lead volume data.
• Translate forecasted demand into actionable staffing requirements across all queues and departments.
• Collaborate with Sales Operations, Marketing, Product, and Client Success to incorporate business goals into forecasting models.
• Produce daily, weekly, and monthly forecasts and adjust as necessary to align with business performance and operational needs.
• Identify new trends and implement forecasting improvements to support evolving business strategies.

Scheduling and Real-Time Management

• Oversee schedule creation to ensure optimal staffing coverage while accommodating agent availability and business priorities.
• Monitor real-time service levels and recommend intraday adjustments as needed.
• Maintain a pool of trained backup agents to address fluctuations in demand or unplanned absences.
• Utilize workforce management tools to automate scheduling and increase adherence.

Service Level and Performance Monitoring

• Track and analyze key performance indicators (KPIs) such as SLA, occupancy, adherence, abandon rates, and connection rates.
• Conduct root cause analysis for service level variances and develop strategic action plans to correct underperformance.
• Provide clear, data-driven insights and reports to leadership regarding operational performance and workforce trends.
• Maintain a WFM playbook outlining operational procedures, SLA standards, and scenario-based response protocols.

Cross-Functional Collaboration

• Partner with Rev Ops and Sales leadership to analyze lead penetration rates, optimize lead routing, and address discrepancies in projected vs. actual volume.
• Collaborate with CS leaders across internal and external teams (including BPOs) to ensure queue health and resource readiness.
• Align with Product and Negotiations to incorporate product features, dialer enhancements, and performance targets into workforce planning.

Team Leadership and Development

• Manage and develop a team of WFM analysts and support staff.
• Create and maintain performance evaluation frameworks, including KPI scorecards and development plans.
• Lead training initiatives and workshops to build forecasting, analysis, and operational planning competencies.
• Foster a collaborative and performance-oriented team environment.

Technology and Process Optimization

• Evaluate and implement WFM software solutions to support forecasting, scheduling, and real-time operations.
• Identify automation opportunities and drive efficiencies through process improvements.
• Oversee vendor selection and onboarding for new WFM tools as necessary.

      Stakeholder Communication:

• • • Communicating regularly with leadership, operations managers, and other stakeholders to provide updates on workforce performance, capacity planning, and initiatives.
    • Collaborate with other departments, such as Quality Assurance, Training and Operations, to ensure a cohesive approach to achieving department goals.

Compliance and Policy Adherence:

• • • Ensure all workforce management practices adhere to company policies, industry regulations, and labor laws.
    • Implement quality assurance measures to ensure accuracy and reliability of forecasting, scheduling, and adherence processes.
    • Maintain a strong focus on security, privacy, and data protection.

• Minimum of 7 years of Workforce Management experience in a call center environment, including at least 3 years in a leadership capacity.
• Demonstrated experience managing both inbound and outbound operations.
• Proven track record of leading WFM functions across multiple departments.
• Deep understanding of the sales funnel and its impact on workforce planning, including experience translating lead forecasts into staffing requirements.
• Specialized expertise in building and maintaining dynamic sales lead routing models, ensuring leads are directed to the appropriate agents for optimal conversion.
• Experience collaborating with Sales Rev Ops, Marketing, and Product teams to align workforce strategies with lead generation, campaign volume, and sales KPIs.
• Proficiency with WFM and call center technology platforms (e.g., Salesforce, Five9, Amazon Connect/Service Cloud Voice).
• Demonstrated ability to identify inefficiencies in sales workflows and implement WFM solutions to improve speed-to-lead and lead penetration metrics.
• Proficiency with WFM and call center technology platforms (e.g., Salesforce, Five9, Amazon Connect/Service Cloud Voice).
• Familiarity with forecasting tools, reporting systems, and data analysis methodologies.
• Strong analytical and strategic thinking skills.
• Exceptional communication and presentation abilities.
• Leadership and team development capabilities.
• High adaptability, organizational awareness, and attention to detail.
• Demonstrated ability to build effective cross-functional relationships and drive results in a fast-paced environment.

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

• Law Benefits
• Private insurance
• Meal Subsidy
• Referral Program
• Transportation (Starting at 4:00 PM)
• Massive Growth Opportunities
• Continuous development
• Privileged location (City Center)
• Great Work Environment