Senior Associate Manager - Workforce Management Capacity

This role serves as a people leader for a team of WFM Capacity Planners, focusing on driving team performance and delivering against key KPIs. You will provide direct coaching and feedback to build a high-performing team while collaborating with internal stakeholders to optimize workforce planning strategies. The position requires a strong understanding of WFM concepts and the ability to represent the team to senior leadership effectively.

You will be responsible for designing and implementing capacity modeling activities to improve forecasting accuracy and managing key WFM metrics. The role involves deep data analysis to identify process gaps and recommend actions that maintain Service Level Agreements (SLAs). You will also prepare performance reports and presentations to communicate team progress and strategic opportunities to leadership.

• Foster a positive team culture through open feedback, collaboration, and clear communication of performance expectations
• Oversee team performance against targets, providing guidance to facilitate problem-solving and effective decision-making
• Participate in the design and implementation of capacity modeling activities to enhance forecasting accuracy
• Collaborate with internal stakeholders on the design and management of tracking for WFM key metrics
• Recommend actions for maintaining SLAs by identifying process gaps through deep data analysis
• Prepare and present team performance data, challenges, and opportunities to leadership
• Provide constructive one-on-one coaching and feedback to WFM team members to help them achieve their best performance
• Address underperformance effectively by utilizing the Performance Improvement Plan (PIP) process when necessary

• Strong analytical ability and problem-solving skills with the capacity to visualize and articulate complex concepts
• Excellent decision-making ability to set a course of action that achieves company objectives
• Effective verbal and written communication skills to present information appropriately to diverse audiences
• Flexibility and agility to adjust behavior to new information and changing circumstances
• Proven KPI management skills to execute plans designed to achieve company goals
• Strong listening and influencing skills to persuade key stakeholders to take action
• Experience with process improvement to organize, evaluate, and implement improvements in internal practices
• Ability to confidently give written accounts of business metrics, projects, and team performance based on data
• Result-driven mindset with the ability to drive high standards to accomplish challenging goals
• Strong time and workload management skills to prioritize tasks effectively
• Experience in developing and managing teams to coordinate performance and define long-term success
• Operational planning and coordination skills to create detailed plans that align with strategic goals
• Experience in people training to identify training needs and develop team members' skills