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WFM Manager

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Are you someone who wants an opportunity to have a huge impact with a growing company?  Team collaboration is at the core of what makes us successful.  Join us as a trusted business partner and help us continue our journey to broadening our footprint as the most trusted and ethical outsourcing company in the business.

Position Overview

The Workforce (WFM) Manager is responsible for the management of the Workforce Management team at FCR. This position will maintain the internal policies and procedures, support operations and WFM analysts in identifying trends, providing input on metric improvements, including forecast versus actuals.  This role executes on all business imperatives in alignment with FCR’s Mission, Vision, Values.

The Workforce (WFM) Manager will report to the Director of Workforce Management.

Essential Functions and Duties

  • Responsible for data integrity within the WFM team.
  • Monitoring of tracking systems.
  • Collaborate with internal matrixed teams to drive WFM initiatives.
  • Partner cross-functionally with departments and clients to provide strategic and tactical thought partnership to effectively drive results.
  • Manages appropriate testing and change control for WFM reporting.
  • Manage and develop a group of analysts and schedulers.
  • Monitor real-time queues to ensure service level, utilization, and that colleagues are aware of planned activities.
  • Creating and maintaining long term forecasts and staffing plans.
  • Provide daily deliverables and ad-hoc analytics as needed.
  • Regularly communicate coverage needs with managers and supervisors.
  • Build relationships and collaborate with key stakeholders to ensure the delivery of commitments.
  • Drives efficiencies within the team.
  • Ability to work with programmers and IT teams who may require clarification of timelines, requirements, and deliverables.
  • Responsible for colleague development and growth.
  • Other duties/projects as assigned.


  • Effective communication and influence of partners across the company and across multiple levels of the organization.
  • Strong analytical skills, attention to detail, and the ability to adapt to a dynamic agile environment.
  • Superior communication and interpersonal skills.
  • Strong leadership skills and ability to drive and motivate a team in the delivery of company-wide projects with multiple stakeholders.
  • Ability to work with entry-level to executive colleagues to drive success.
  • Stress Resilient and able to work in a fast-paced, changing environment.
  • Critical Thinking – using logic and reasoning to identify the strengths and weaknesses of alternative solutions and conclusions.
  • Takes initiative in situations in anticipation of needs.
  • Proactive, creative, and effective problem solver.
  • Skilled in organizing tasks and establishing priorities.
  • Must be a team player with a positive attitude and willingness to pitch in where needed.
  • Ability to maintain confidentiality with regards to sensitive information.
  • Competent in using a variety of software and systems including Microsoft Office, Google Suite, and others.

Additional Qualifications

  • 3+ years of call center experience with Workforce Management required.
  • Phone, chat, and email Workforce Management experience preferred.
  • 1 year or more experience as a vendor manager or managing clients preferred.
  • Experience in the use of WFM Software applications (Teleopti, I3, or similar) preferred.
  • 1 year or more experience in people management required, including direct reporting relationships.
  • Travel up to 25%.
  • This role is a supervisory role.

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Physical Demands: Sitting up to 100% of the time
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment


FCR Hiring Minimum Requirements

  • High school graduate or equivalent
  • 18 years or older
  • Employment contingent upon successful completion of a background check

Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.


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