CX Workforce Management Manager - Melio

Job description

OUR PURPOSE At Melio, we’re here to supercharge small businesses. By making business payments more efficient every day, connecting them with powerful technology, and empowering a community behind them, their potential is limitless. We don't just solve issues; we consider ourselves Brand Builders who help small businesses thrive by maximizing the value they get from Melio. HOW YOU’LL MAKE AN IMPACT We are seeking a high-performing, analytical, and strategic CX Workforce Management (WFM) Manager to lead and elevate our global Customer Experience workforce strategy. In this critical leadership role, you will be responsible for end-to-end WFM functions; including long-term capacity planning, multi-channel volume forecasting, scheduling optimization, real-time management, and operational analytics across internal global teams. The ideal candidate thrives in a fast-paced, data-driven environment, possessing deep expertise in omni-channel contact center metrics, modern WFM platforms, and predictive modeling. You will act as a strategic business partner to Operations, Finance, and People teams, ensuring we balance exceptional customer experience (SLAs/CSAT) with operational efficiency and agent well-being. WHAT YOU’LL DO Strategic Forecasting & Capacity Planning - Develop, maintain, and refine multi-channel forecasting models (voice, email, chat, messaging, and AI/bot handoffs) using historical data, product roadmaps, marketing campaigns, and seasonal trends. - Build 12-to-18-month rolling long-term capacity models to guide hiring strategy, onboarding timelines, shrinkage allocations, and budget planning in partnership with Finance and Talent Acquisition. - Conduct scenario modeling and risk analysis to evaluate business changes, product launches, or operational pivots. Scheduling & Real-Time Execution - Oversee the creation and optimization of agent schedules, ensuring optimal coverage against interval-level demand while honoring staff preferences, local labor laws, and shift flexibility. - Lead Real-Time Analysts to manage intra-day performance, shrinkage, adherence, and queue dynamics, implementing dynamic tactical adjustments to safeguard SLAs. - Establish robust processes for PTO management, training allocation, dynamic offline time, and overtime deployment. Analytics, Insights & Continuous Improvement - Design and deliver executive-level WFM dashboards tracking KPI variances (Forecast vs. Actuals, Occupancy,Adherence, Cost per Contact, SLA attainment). - Leverage advanced analytics to identify operational bottlenecks, handle time anomalies, and automation opportunities, translating data into actionable operational recommendations. - Own the selection, optimization, and continuous improvement of enterprise WFM technology platforms and integrations. People Management & Team Leadership - Directly manage, mentor, and develop a high-performing team of WFM Analysts, Data Analyst, and Real-Time Coordinators. - Establish clear team KPIs, operational standards, and career development pathways within the Workforce Management function. - Conduct regular 1:1s, performance evaluations, and skill-building sessions in forecasting methods, statistical analysis, and WFM tools. - Foster a collaborative, growth-oriented culture that balances operational efficiency with employee engagement and well-being. SUCCESS LOOKS LIKE - Success in this role means transforming our workforce management into a competitive advantage by delivering high forecasting accuracy (±5% target variance) across all customer channels while optimizing agent occupancy and labor spend. - Seamlessly unify internal and outsourced BPO operations through rigorous SLA governance, dynamic capacity models, and automated scheduling workflows. - Ultimately, you will elevate the function by cultivating a high-performing WFM team, maintaining optimal service levels, and directly impacting both customer satisfaction (CSAT) and operational profitability. WHAT YOU’LL BRING WITH YOU Critical competencies Experience - Data-Driven Decision Making: Converts complex datasets into intuitive operational strategies. - People Empowerment: Mentors and elevates WFM team members to build analytical capability and leadership. - Cross-Functional Influence: Translates WFM technicalities into clear business impacts for FP&A and Executive leadership. - Agility & Resilience: Thrives in high-growth, changing environments with rapidly shifting volume dynamics. - 7+ years of dedicated Workforce Management experience in a high-volume omni-channel CX/Contact Center environment, with at least 3+ years in a senior manager or leadership role directly managing WFM teams. - Advanced hands-on proficiency with enterprise WFM platforms (e.g., Nice CXone, Verint, Assembled) and CRM/CCaaS tools (Zendesk, Salesforce, Talkdesk). - Bachelor’s degree in Business Administration, Data Analytics, Statistics, or equivalent operational experience preferred. - Proven track record of hiring, developing, and retaining high-performing WFM and analytical talent.