We are looking for a Manager, Workforce Management to lead the strategy, planning, and execution of our WFM function across Customer and Fraud Operations. In this role, you’ll ensure our teams are staffed and resourced effectively to meet service-level goals, while also driving data-driven analysis to optimize performance, enhance the customer experience, and enable scalable growth. You’ll partner closely with Planning, Vendor Management, Training, and Product teams to deliver operational excellence and continuous improvement in a fast-paced, high-growth environment.

As a Manager, Workforce Management, you will be responsible for overseeing workforce management (WFM) and driving business analysis initiatives to optimize performance across Customer and Fraud Operations. This role is critical in ensuring operational efficiency, maintaining SLA adherence, and improving service delivery through data-driven insights. You will partner closely with cross-functional teams, including Vendor Management, Quality Assurance, Training, Process, and Planning teams, to enhance customer service operations and drive continuous improvement.

What You’ll Do:

• Lead workforce management strategies to ensure optimal staffing levels and efficient resource allocation across customer service teams.
• Own performance management across core WFM metrics, including interval compliance, occupancy, schedule adherence, and shrinkage
• Monitor real-time case management, ensuring adherence to SLAs and intervention in bottleneck situations.
• Collaborate with Planning to forecast case volumes, plan capacity, and balance workloads.
• Partner with Vendor Management (VM) to evaluate and optimize agent productivity, training needs, and performance gaps.
• Develop and implement performance monitoring frameworks to track key operational metrics, including case resolution times, SLA adherence, and customer satisfaction scores.
• Analyze operational data to identify trends, root causes of performance issues, and actionable insights to enhance efficiency.
• Create and present reports on performance trends, vendor comparisons, and service delivery insights to senior leadership.
• Conduct in-depth investigations into escalations, case volume spikes, and process inefficiencies to recommend corrective actions.
• Drive continuous process enhancements to streamline case resolution workflows and improve customer experience.
• Lead cross-functional initiatives aimed at refining case handling procedures, reducing backlog, and enhancing quality control.
• Collaborate with Training and Knowledge Management teams to ensure frontline agents are equipped with the necessary tools and knowledge.
• Identify opportunities for automation and AI-driven efficiencies to improve case management effectiveness.
• Assess case backlog trends and work with WFM and Planning to implement resource adjustments.
• Investigate vendor performance variances and and partner with VM team to recommend corrective actions (e.g., targeted training, coaching programs).
• Analyze escalation patterns and work with Quality Assurance teams to refine agent workflows.
• Identify process breakdowns causing SLA breaches and lead structured interventions to resolve them.
• Provide leadership insights into performance gaps and recommend strategic initiatives to optimize service delivery.

What We Look For:

• 7+ years of experience in Workforce Management and business analysis, including at least 2–3 years in a leadership or strategy-focused role.
• Proven expertise in workforce management, business analysis, and customer operations.
• Strong data analytics skills, with proficiency in tools such as SQL, Tableau, Sigma, Excel, or similar platforms.
• Ability to drive process improvements through structured problem-solving and root cause analysis.
• Strong communication and leadership skills to collaborate with multiple stakeholders and influence decision-making.
• Background in fintech, technology, or high-growth environments is a plus.