Workforce Manager

Job Description

iFIT’s vision is to create the world's most holistic health and fitness platform, integrating all elements of health - physical fitness, mental health, nutrition and active recovery - into a seamless interactive experience. We develop proprietary software that learns and adjusts to the habits of each person as it delivers immersive content that guides them on their individual fitness journey.

We are currently seeking an ambitious pace-setter to join our team as a Workforce Manager working remotely within the Western US. Regular travel to Utah will be required for this position.

The Workforce Manager will play a critical role in ensuring the efficient operation of our contact center by effectively managing workforce planning, scheduling, and forecasting. This individual will be responsible for developing and implementing strategies to optimize staffing levels, maximize resource utilization, and maintain service level targets.

Role Commitments

• Improve NA workforce forecasting accuracy to < +/- 10%
• Revamp or establish Commercial, Europe, and China workforce processes including forecasting, scheduling, and real time management
• Improve scheduling methodology to drive efficiencies dependent upon contact arrival patterns
• Drive and collaborate with key operations, finance, and technology stakeholders to enable 20% improvement in staffing efficiencies.

Key Responsibilities

• Workforce Planning: Develop and maintain accurate forecasts of contact volume and staffing requirements based on historical data, trends, and business projections.
• Scheduling: Create and manage optimized shift schedules for contact center agents, ensuring adequate coverage to meet service level objectives while balancing agent preferences and business needs.
• Real-Time Monitoring: Monitor contact center performance in real-time, adjusting staffing levels and schedules as needed to address fluctuations in call volume and maintain service level targets.
• Performance Analysis: Analyze key performance metrics such as service level, average handle time, and occupancy rate to identify opportunities for improvement and drive operational efficiency.
• Resource Optimization: Optimize workforce utilization by managing overtime, time off requests, and other scheduling parameters to minimize costs while maximizing productivity.
• Communication: Collaborate with operations managers, team leaders, and other stakeholders to ensure alignment between workforce plans and business objectives. Communicate staffing requirements and performance trends effectively across the organization.
• Continuous Improvement: Proactively identify process improvements and implement best practices to enhance workforce management processes and drive performance excellence.
• Forecast Accuracy: Continuously refine forecasting models and methodologies to improve forecast accuracy and responsiveness to changing business conditions.