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Role Description

The Workforce Optimization Manager leads payroll, attendance, and workforce management operations for the Customer Connection Center, overseeing forecasting, scheduling, attendance governance, and weekly timekeeping/payroll execution. This role ensures accurate, compliant, and scalable WFM and payroll processes while driving continuous improvement across staffing, adherence, attendance, and pay practices. The position partners closely with Resource Planning, Operations, and Payroll to align staffing plans with service goals, budget targets, and labor requirements across the U.S. and Canada.

Responsibilities

• Lead end‑to‑end payroll and timekeeping administration for the hourly Customer Care workforce, ensuring accuracy, compliance, and timely resolution of discrepancies.
• Establish and maintain process controls, audits, and standard work to proactively identify and resolve pay, attendance, and time‑punch issues.
• Serve as the escalation point and primary liaison with Payroll to resolve pay disputes and improve the overall team member payroll experience.
• Oversee attendance tracking and trend analysis, translating insights into guidelines, actions, and operational recommendations.
• Ensure consistent application of attendance policies by supporting documentation, record keeping, and counseling enablement for leaders.
• Advise Supervisors and Managers on attendance policies, investigations, and the operational impact of unplanned labor loss.
• Lead forecasting, staffing, and scheduling by analyzing contact center trends and aligning workforce plans to service and productivity goals.
• Optimize staffing models and schedule structures (shift bids, trades, PTO, flexibility options) to balance service levels and payroll targets.
• Direct real‑time staffing decisions and scenario modeling, including overtime, PTO, breaks, and holiday strategies.
• Partner with Resource Planning and Operations leaders on budgeting, resource allocation, and stakeholder communication.
• Own WFM systems and reporting, including configuration, rollout, training, adoption, and continuous optimization.
• Develop and standardize reporting and analytics (forecast accuracy, adherence, attendance, payroll variance) and drive ongoing process improvements across payroll, attendance, and WFM workflows.

Qualifications

• 2+ years of related experience
• Strong attention to detail
• Ability to work independently and to meet assigned deadlines
• Excellent verbal and written communication skills along with strong follow-up skills
• Strong analytical and problem-solving skills
• Experience successfully leading a team
• Proficiency in Excel, PowerPoint

Requirements

• The salary range for this opportunity is $70,000.00 - $95,000.00. Base pay offered may vary depending on geographic region, internal equity, job related knowledge, skills and experience, among other factors.