Workforce Manager

Consolidated Communications Enterprise Services, Inc.

Ellensburg, WA(remote)

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JOB DETAILS

JOB TYPE

Full-time, Employee

SKILLS

Calendar Management, Call Center Management, Capacity Management, Career Counseling, Cisco ASA (Adaptive Security Appliance), Cloud Computing, Coaching, Communication Skills, Continuous Improvement, Corporate Policies, Customer Satisfaction, Customer Support/Service, Dental Insurance, Establish Priorities, Financial Operations, Forecasting, Genesys Solutions, Internet Service Providers, Internet/Online Service, Kronos Workforce Scheduler, Leadership, Maintain Compliance, Mentoring, Metrics, Microsoft Excel, Operations, Operations Management, Operations Processes, People Management, Performance Analysis, Prescription Drugs, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Regulations, Service Level Agreement (SLA), Tableau, Team Building, Team Lead/Manager, Time Tracking, Trend Analysis, Vision Plan, Willing to Travel, Workflow Analysis, Workforce Management, Workforce Management Software, Workforce Planning, Writing Skills

LOCATION

Ellensburg, WA

POSTED

30+ days ago

Major Duties

Classification: Exempt / Non-Bargaining

Position may be located remote. #LI-Remote

Fidium is where next-generation fiber meets next-level opportunity. With a vision to be America's favorite fiber internet and network services provider, we deliver lightning-fast and reliable connections to families, businesses, and communities.

Backed by one of the nation's top 10 fiber networks, Fidium is driven by a team of 2,500 employees. We champion innovation, integrity, and continuous improvement-empowering every team member to make a meaningful impact.

At Fidium, we are seeking a highly skilled and motivated Workforce Management (WFM) Manager, to oversee the daily operations of a workforce management team. This role focuses on scheduling, forecasting, real-time performance monitoring, process transformation, and providing forward thinking actionable data insights to optimize agent productivity, customer satisfaction and enhance customer service goals onshore and offshore.

The ideal candidate is a hands-on people leader who models our company values, develops others, and builds a culture where people feel supported, accountable, and proud of the work they do. This is a full-time salaried position and may require evening or weekend support at times based on business needs. This role is remote but may require travel to our Woodlands, TX office.

Responsibilities

As a manager, you will oversee day-to-day operations of a workforce management team, ensuring tasks are prioritized, executed, and completed efficiently to exceed customer expectations on service level attainment. Lead performance monitoring and feedback sessions to foster continuous team development. Build and maintain a positive, high-morale work environment that promotes accountability and engagement.
Develop, refine, and maintain forecasts and optimize schedules to meet service level agreements (SLAs) across multiple lines of business onshore and offshore. Collaborate with Operational leaders to ensure accurate short-term and long-term capacity plans.
Monitor multiple LOB real-time performance, adjust workforce plans, and schedules dynamically to maintain efficiency. Track adherence, productivity, and identify opportunities to improve service levels through proactive solutions.
Prepare and deliver accurate performance reports on key metrics, including productivity, adherence, and attendance. Leverage data insights to identify workflow inefficiencies and trends that impact service levels, providing forward thinking actionable recommendations to leadership.
Facilitate skill development for several LOB directors, managers, and supervisors on WFM tools and processes, ensuring technical proficiency and continuous improvement. Provide ongoing coaching to the WFM team to enhance performance and career development.
Identify and drive process transformation to streamline workflows, increase efficiency, and enhance operational performance. Ensure compliance with company policies, regulatory standards, and operational procedures.
Serve as a point of contact between WFM, operations, and senior leadership to align workforce strategies with business goals. Effectively communicate data insights and recommendations to technical and non-technical audiences.

Qualifications

Minimum of 4 years of experience in workforce management within a contact center environment.
At least 3 years of leadership or supervisory experience managing WFM teams.
Proven expertise in scheduling, forecasting, and intraday management using the workforce management platform Genesys Cloud. Strong critical thinking, problem-solving, and decision-making abilities, with the capacity to act proactively in a fast-paced, dynamic environment.
Excellent verbal and written communication skills, with the ability to present complex data clearly to stakeholders at all levels.
Demonstrated ability to identify process gaps, develop innovative solutions, and drive continuous transformational improvement.
Proficiency in analyzing workforce metrics (e.g., adherence, occupancy, ASA, service level) to identify trends and implement forward thinking strategies.

Technical Proficiency

Genesys Cloud, Microsoft Excel, Tableau or similar reporting tools, and workforce management software. Proven ability to mentor and develop team members, fostering a culture of accountability and excellence. Bachelor's degree in business, Finance, Operations Management, related field or experience. Capacity to adapt to rapidly changing business needs and workforce dynamics.

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package:

401(k) matching
Medical, Rx, Dental and Vision insurance
Disability insurance
Flexible spending account
Health savings account
Life insurance
Tuition reimbursement
Paid vacation and personal days
Paid holidays
Employee Assistance Program
Annual bonus program to eligible employee's based upon organization performance

Salary

Pay range (commensurate with skills and experience): $85,000 - $105,000 Annual Salary

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.

Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.

About the Company

Consolidated Communications Enterprise Services, Inc.

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