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ATI Physical Therapy Logo ATI Physical Therapy · IT - Administration

Workforce Management Lead - Contact Center Operations

United States, Virtual Employment contract 69028.00 - 86286.00 USD / Year · Job Posted July 04, 2026
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Job Description

We are seeking a highly motivated Workforce Management Lead to oversee and coordinate a team of analysts supporting inbound and outbound contact center operations. In this role, you will combine analytical expertise with day-to-day team leadership—balancing workforce optimization with guidance, prioritization, and operational direction across the WFM function. The ideal candidate is data-driven, proactive, and skilled at turning insights into actionable operational strategies. You’ll play a pivotal role in ensuring that staffing, forecasting, and scheduling align with service delivery objectives, while fostering a high-performing, collaborative, and continuously improving WFM function. While this role will help lead the day-to-day work of the team, it will not have direct reports. This is a remote position for United States based employees.

Job Responsibility

  • Lead, coach, and mentor a team of WFM Analysts, providing guidance, career development, and performance feedback
  • Validate and approve forecasts and schedules, ensuring accuracy, consistency, and optimization against service-level goals
  • Serve as an escalation point for intraday or service-level risks and coordinate rapid response solutions
  • Oversee and optimize the execution of forecasting, scheduling, capacity planning, and real-time management activities across multiple business lines, while driving process standardization, automation, and best practice adoption across WFM systems and workflows
  • Partner closely with operations leaders to develop staffing recommendations, hiring strategies, and capacity adjustments
  • Deliver actionable reporting and insights to leadership on core WFM metrics including Service Level, ASA, Abandonment, Occupancy, Shrinkage, and Utilization
  • Collaborate cross-functionally with HR, Finance, and IT to align workforce planning with broader business objectives
  • Support the rollout and optimization of contact center platforms (NICE CXone, RingCentral, DialPad or similar)
  • Contribute to continuous improvement efforts leveraging predictive analytics, NLP, and Machine Learning for advanced workforce modeling

Requirements

  • Bachelor's degree in Business, Mathematics, Operations Management, Data Analytics, or a related field — or equivalent experience
  • 3+ years of Workforce Management experience in a multi-channel, high-volume contact center environment
  • 1+ years of leadership or team lead experience within WFM or Operations
  • Proven experience managing forecasting, scheduling, and intraday teams using modern WFM platforms
  • Deep knowledge of WFM principles including Erlang-C modeling, capacity planning, shrinkage forecasting, and schedule optimization
  • Strong understanding of contact center KPIs and operational drivers
  • Analytical mindset with the ability to translate data into actionable business insights
  • Proficient in SQL and BI/reporting tools (Power BI, Tableau, Looker, etc.)
  • Demonstrated ability to coach, motivate, and develop high-performing teams
  • Exceptional communication and interpersonal skills with the ability to influence across all levels of leadership
  • Strong organizational skills and ability to manage multiple projects in a fast-paced environment
  • Passion for process improvement, automation, and continuous learning

Nice to have

  • Master's degree in Business Analytics, Industrial Engineering, or related quantitative discipline
  • Experience in multi-site or vendor-managed contact center operations
  • Exposure to AI, Natural Language Processing (NLP), or Machine Learning applications in workforce forecasting
  • Hands-on experience with NICE CXone / inContact, RingCentral, DialPad or similar telephony platforms
  • Advanced Excel, SQL, or scripting (Python, R) skills for analytics and automation
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