Manager Workforce Management ( {{city}})

Nation Safe Drivers has been in business for 60 years and offers the rare opportunity to earn ownership stocks! With a stellar reputation as an industry leader in the Automotive Industry and one of the finest places to work in South Florida, we are excited about expanding our team. Our beautiful State-of-the-Art Corporate Headquarters is located in the heart of Boca Raton's thriving business park district. Employees are valued at NSD and enjoy a fun corporate culture, a supportive leadership team and excellent benefits.

Description:

The Workforce Manager will lead all aspects of workforce planning and real-time operations to optimize staffing and scheduling in a fast-paced contact center environment. This role utilizes advanced Workforce Management (WFM) platforms to forecast call volumes, develop staffing models, manage scheduling, and ensure optimal agent performance and adherence. The ideal candidate brings a strong analytical mindset, experience with WFM technologies, and a strategic approach to maximizing workforce efficiency and service levels.

This role demands urgency, ownership, and comfort with constructive confrontation. Were looking for someone who treats workforce performance like a live operating system, not a report to be reviewed in hindsight. Candidates must demonstrate a track record of decisive action, holding teams accountable, and navigating ambiguity without hesitation.

Responsibilities:

• Lead end-to-end Workforce Management functions including forecasting, scheduling, capacity planning, and real-time monitoring to support contact center operations.
• Utilize workforce management platform to develop and maintain accurate forecasting models and scheduling processes.
• Oversee real-time intraday operations, making necessary staffing and schedule adjustments to ensure optimal service level performance.
• Monitor agent adherence, productivity, and performance; provide actionable insights and recommendations to leadership.
• Partner with contact center leadership to identify staffing gaps, optimize schedules, and implement workforce strategies aligned with operational goals.
• Create and maintain reports and dashboards to track KPIs such as service levels, occupancy, shrinkage, forecast accuracy, and schedule adherence.
• Develop and present short- and long-term workforce capacity plans based on historical data, business trends, and seasonal factors.
• Work cross-functionally with analytics, IT, HR, and operations teams to ensure data integrity and alignment across systems and strategies.
• Foster a culture of continuous improvement and operational excellence.
• Drive the adoption of WFM best practices and technology utilization to enhance efficiency and customer experience.

Education and Work Experience:

• Bachelors degree in Business, Analytics, Operations, or related field preferred.
• Minimum of 3 years of experience in a Workforce Management leadership role, preferably in a contact center environment.
• Hands-on experience with Genesys, Verint, or comparable WFM platforms required.
• Proven ability to manage multiple priorities in a dynamic environment while delivering accurate and timely results.
• Proficiency in Microsoft Excel and workforce analytics/reporting tools.

What NSD can provide:

• Excellent Benefits: Health, Dental, Life, Vision and Disability Options as well as Paid Vacation Days, Sick Days, Holidays and PTO. Pet Insurance too!
• Competitive compensation and a family-friendly work schedule
• Excellent Corporate Culture: Social Events, Recognition Luncheons, Family Days, and Holiday Celebrations
• Long-standing reputation for promoting from within -- great opportunity for a promising career path
• ESOP - Employee Stock Ownership Plan

**NSD maintains a drug-free workplace and performs pre-employment substance abuse testing.

Nation Safe Drivers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, pregnancy, marital status, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.