Workforce Manager

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.

• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.

• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.

• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.

• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.

• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don’t just take our word for it; experience the growth yourself!

If you don’t know where to start, check us out at www.enshored.com.

We are seeking an experienced Workforce Manager to oversee the accuracy, timeliness, and efficiency of workforce reporting, forecasting, and scheduling. This role ensures the effective management of resources, policy rollouts, and issue resolution while driving operational efficiency and client satisfaction.

Key Responsibilities:

Information Management:

• Develop a thorough understanding of the client’s business model, policies, and procedures.

• Manage documentation and escalation of internal and external IT issues.

• Provide feedback to the Scheduling and Forecasting team on the effectiveness of workforce schedules.

• Ensure the smooth rollout of new policies and procedures.

Planning & Process Improvement:

• Update and create Standard Operating Procedures (SOPs) in collaboration with Program Directors.

• Identify, document, and analyze client issues, offering solutions and resolutions.

• Address escalated Real-Time Analyst (RTA) issues and trends with data-driven insights.

Cross-Department Collaboration:

• Work closely with Forecasting & Scheduling Managers, Operations Managers, and Program Directors to ensure alignment in workforce planning.

• Coordinate with HR and Recruitment regarding open positions within the workforce team.

Quality & Performance Management:

• Monitor and improve workforce utilization across all business lines.

• Make real-time decisions to optimize resources and address service issues.

• Collaborate with other departments for the timely resolution of operational challenges.

Team Leadership & Development:

• Set goals, conduct annual performance reviews, and hold quarterly progress discussions for Workforce Leads.

• Supervise, coach, and develop a high-performing Real-Time Analyst (RTA) team.

• Foster a positive work culture that promotes motivation, collaboration, and continuous learning.

• Ensure supervisors effectively manage RTA specialists' concerns, performance, and engagement.

Qualifications & Skills:

• Bachelor’s degree in any field.

• At least 3 years of workforce management experience in a call center environment.

• Strong background in forecasting, scheduling, and workforce reporting.

• Proficiency in workforce management tools (e.g., RightForce, Aspect eWorkforce, IEX).

• Knowledge of call center metrics, traffic management, and queueing systems.

• Excellent analytical, leadership, and problem-solving skills.

• Strong communication and stakeholder management skills.

• Ability to multi-task, work under pressure, and drive results.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, etc.).

About Enshored

Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.