UK: Manchester (Landmark, St Peter's Square, 1 Oxford St)
Onsite
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.
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.
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 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.
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.
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