WFM Team Manager

Position Summary
Solid Rock Consulting is seeking a hands-on WFM Manager to lead, manage, and develop a growing Workforce Management team responsible for delivering forecasting, scheduling, and intraday execution across multiple client accounts.
This role combines leadership and operational execution. The ideal candidate will not only direct the work of a team of 6 WFM professionals but will also serve as a functional expert—able to step in and personally support forecasting, scheduling, or real-time operations as needed. They will ensure workload balance, team coverage, and delivery of high-quality WFM services to SRC clients.

Key Responsibilities
Team Leadership & Resource Management
• Manage and coach a team of 6 WFM professionals (2 Forecasters, 4 RTAs), ensuring accurate and timely delivery of WFM services across client accounts.
• Allocate team resources based on client needs, project deadlines, and tea ---------- mber bandwidth.
• Develop weekly team work plans, including task assignment and time allocation.
• Maintain schedule coverage across the WFM team, ensuring RTA and forecast support is available for all active clients.
• Facilitate regular WFM team standups, 1:1s, and performance reviews.
Hands-On WFM Execution
• Provide direct support in forecasting, scheduling, or intraday management as needed to ensure client coverage or fill skill gaps.
• Review and approve all forecasts, capacity plans, and schedules before client submission to ensure quality and alignment.
• Monitor real-time performance and support escalation management when major variances occur.
Client Account Oversight
• Serve as the WFM lead on designated client accounts, ensuring stakeholder needs are met and internal team execution is aligned.
• Review client priorities weekly and rebalance team workload accordingly.
• Support the onboarding of new clients by helping with initial planning and identifying WFM team assignments.
Process & Quality Oversight
• Standardize WFM procedures and documentation across forecasting, scheduling, and RTA practices.
• Ensure consistency and accuracy in reporting, documentation, and deliverables.
• Identify automation or process improvements to increase team efficiency.
Cross-Functional Collaboration
• Partner with other SRC consultants to align on project deliverables, resource constraints, and client satisfaction.
• Participate in internal planning calls and provide regular updates on WFM team capacity and execution status.

Required Qualifications
• 4+ years of direct experience in Workforce Management (forecasting, scheduling, and/or RTA)
• 2+ years of experience managing or leading a WFM team
• Strong expertise in WFM platforms (e.g., Verint, NICE, Calabrio) and data tools (Excel, BI dashboards)
• Ability to lead both people and processes in a fast-paced, multi-client environment
• Excellent communication, planning, and leadership skills

Preferred Qualifications
• Experience managing remote WFM teams
• Consulting or multi-client delivery experience
• Familiarity with service-based forecasting (e.g., healthcare, contact center, transportation)
• Ability to jump into workload and execute across all WFM functions when needed

Success in This Role Looks Like:
• Every client has WFM coverage and clear accountability
• Your team is clear on priorities and consistently meets quality and delivery expectations
• You’re proactive in identifying and solving team capacity gaps or inefficiencies
• You lead with clarity, confidence, and consistency—ensuring SRC continues to be known as “The WFM People”