Manager, Workforce Management & Vendor Performance (Onsite)

Monroe

Wisconsin

Job Description

SC Data Center, Inc., an affiliate of Colony Brands -one of the world's largest and most successful direct marketing catalog and e-Commerce companies-is seeking a Manager, Workforce Management & Vendor Performance to lead workforce planning strategies and oversee outsourced contact center partner performance.

This highly visible leadership role is responsible for ensuring the right workforce capacity is in place to support customer demand while driving operational efficiency, service-level achievement, and exceptional customer experiences. The Manager will serve as the central point of accountability for forecasting, scheduling, capacity planning, real-time workforce management, workforce optimization technology, and outsourced vendor performance across our contact center operations.

What You'll Do

The Manager, Workforce Management & Vendor Performance will lead the planning, execution, and continuous improvement of workforce management practices while maintaining strong partnerships with internal stakeholders and external contact center vendors. This role will be instrumental in aligning staffing resources with customer demand, seasonal business fluctuations, and organizational goals.

We're seeking a data-driven leader who thrives on solving complex operational challenges and leveraging analytics to drive business results. Responsibilities include:

* Leading all Workforce Management (WFM) functions including forecasting, scheduling, capacity planning, and real-time management
* Developing and maintaining workforce planning standards, governance processes, reporting, and best practices
* Analyzing historical trends, seasonal demand patterns, marketing initiatives, and business drivers to improve forecast accuracy
* Translating workload forecasts into staffing and resource recommendations that support service-level objectives and financial goals
* Overseeing workforce performance metrics, operational KPIs, dashboards, and executive reporting
* Serving as the business owner and subject matter expert for workforce management systems and technology solutions
* Driving automation, process improvements, and system optimization initiatives to improve efficiency and effectiveness
* Managing outsourced contact center workforce planning and monitoring vendor staffing, performance, and contractual compliance
* Establishing vendor performance scorecards and facilitating recurring business reviews to address opportunities and concerns
* Partnering with Contact Center Operations, Marketing, Finance, Technology, and vendor leadership to align workforce strategies with business objectives
* Leading workforce planning efforts for peak seasons, promotions, product launches, and business growth initiatives
* Coaching, mentoring, and developing workforce management team members while building scalable processes that support future growth

Qualifications

We are seeking a strategic workforce management professional with a proven ability to leverage analytics, forecasting methodologies, and operational data to drive informed business decisions. The ideal candidate is a collaborative leader who excels in fast-paced environments and has experience balancing customer service objectives, operational performance, and financial goals.
A successful candidate will demonstrate a strong understanding of contact center workforce optimization, vendor management, and continuous improvement practices, while effectively influencing stakeholders across all levels of the organization.
In addition, we are looking for:
* Bachelor's degree in Business, Operations, Analytics, Finance, Supply Chain, or a related field, or an equivalent combination of education and relevant experience
* 5+ years of experience in Workforce Management, Contact Center Operations, Capacity Planning, Forecasting, or a related field
* Experience leading workforce planning functions, including forecasting, scheduling, capacity planning, and real-time management
* Experience coaching, developing, and leading workforce management or operational teams
* Advanced proficiency in Microsoft Excel and experience developing reports, dashboards, scorecards, and workforce analytics
* Strong analytical, problem-solving, and decision-making skills with the ability to translate data into actionable business recommendations
* Knowledge of contact center metrics, forecasting methodologies, workforce optimization practices, and service-level management
* Experience supporting or administering Workforce Management (WFM) technology platforms
* Excellent written, verbal, and interpersonal communication skills with the ability to influence stakeholders and drive results across multiple teams
* Preferred experience managing outsourced contact center vendors and monitoring contractual performance and service delivery expectations
* Preferred experience with workforce planning in multi-site or highly seasonal contact center environments

About Us

At SC Data Center we pride ourselves on being a customer-focused organization dedicated to excellence in information technology, and contact center services. As a proud affiliate of Colony Brands, one of North America's leading multi-channel, direct-marketing companies, we leverage our extensive experience to deliver top-notch service and solutions.

Benefits Details

SC Data Center is not just about growing our profits - We are about giving our employees the opportunity for growth and providing a better place to live and work. We also offer our employees many great rewards in addition to monetary compensation:

Job Category

Customer Service

Employment Type

Regular/Full-Time