National Performance Manager driving execution of Preferred Rewards for Business at Bank of America. Collaborating across banking divisions to ensure success and improve client experiences.
About the role
- Manager of Workforce Management ensuring optimal staffing and operations for Carenet in a hybrid setup. Focused on forecasting, capacity planning, and leading a high-performing team.
Responsibilities
- Ensures Carenet maintains optimal staffing and operational efficiency to meet service and contractual goals.
- Leads forecasting, capacity planning, and scheduling to align workforce resources with business demand while balancing cost, quality, and performance.
- Partners with Operations and the Sr. Director of Workforce Planning & Analysis to deliver actionable insights, standardized processes, and continuous improvements.
- Develops a capable team that supports Carenet’s mission and values through disciplined workforce management and performance excellence.
- Achieves 95–100% of Workforce Management scorecard targets, including accuracy, timeliness, and service delivery metrics aligned with contractual commitments.
- Meets or exceeds all workforce-related KPIs as defined in client and enterprise solutions contracts.
- Maintains minimal valid escalations from internal and external partners through proactive communication and problem-solving.
- Ensures timely and effective execution of people-related processes including payroll accuracy, coaching cadence, and adherence management.
Requirements
- Bachelor’s degree in Business Administration, Statistics, Operations Management, or a related field; master’s degree preferred.
- Equivalent professional experience may substitute for formal education.
Benefits
- Minimum of 7 years of experience in workforce management, forecasting, or analytics within a call center, healthcare, or similar high-volume environment.
- Proven expertise in capacity planning, forecasting, scheduling, and performance reporting.
- At least 5 years of leadership experience, including direct management of Workforce Management teams (Planners, Schedulers, and Real-Time Analysts).
- Strong proficiency with WFM platforms such as Verint, Genesys, IEX, or NICE, and advanced capability in Microsoft Excel and data visualization tools.
- Exceptional analytical and problem-solving skills with the ability to interpret complex data and translate it into actionable insights.
- Strong communication, presentation, and collaboration skills, with demonstrated experience advising and influencing senior leadership.
- Proven ability to develop high-performing teams, promote accountability, and drive continuous process improvement.
- Excellent organizational and time management skills; able to manage multiple priorities in a dynamic, fast-paced environment.
Job title
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Degree requirement
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