VCA is hiring a Workforce Management Manager to oversee daily workforce operations and lead a team of analysts and schedulers. This role is central to driving forecasting accuracy, optimizing resource allocation, and ensuring operational alignment across departments and locations to meet service goals and business requirements.
What You'll Do
- Co-own and evolve the enterprise workforce strategy across diverse operational environments.
- Lead long- and short-term capacity planning using data, trends, and forecasts.
- Translate strategic goals into actionable workforce models that support service delivery.
- Collaborate with Finance and Operations to develop accurate forecasts and staffing plans.
- Align workforce models with seasonal demand, business growth, and service-level targets.
- Proactively identify capacity risks and implement mitigation strategies.
- Oversee schedule creation and maintenance to ensure optimal coverage and employee engagement.
- Monitor real-time adherence and service levels, implementing escalation protocols as needed.
- Partner with Operations to manage intraday staffing gaps, callouts, and volume fluctuations.
- Lead, coach, and develop a team of workforce analysts and/or schedulers.
- Set clear performance standards, provide regular feedback, and support career growth.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Deliver actionable reports on staffing, adherence, forecast accuracy, and KPIs.
- Present insights and recommendations to leadership to drive performance improvements.
- Leverage tools such as Excel, Power BI, or other platforms to enhance reporting capabilities.
- Partner with department leaders to align workforce strategies with business needs.
- Coordinate with HR, Training, and Operations on hiring, onboarding, and capacity planning.
- Act as a liaison between frontline teams and leadership on workforce initiatives.
- Identify and implement improvements in forecasting, scheduling, and real-time management.
- Support the evaluation and enhancement of WFM systems and tools.
- Drive automation and standardization to improve operational efficiency.
- Ensure all workforce practices align with internal policies and labor laws.
- Maintain documentation of forecasting models, scheduling processes, and reporting standards.
What We're Looking For
- High school diploma or equivalent.
- Bachelor’s degree in Business, Operations, Analytics, or a related field.
- 5+ years of experience in workforce management.
- 2+ years in a leadership role.
- Proficiency with Microsoft Office software including Excel, Word, Teams, and Outlook.
- Comfortable navigating multiple systems simultaneously in a fast-paced environment.
- Proficient in workforce management platforms (e.g., NICE, Verint, Genesys) and Microsoft Excel.
Nice to Have
- Experience in a veterinary, healthcare, or pet care environment.
- Certification in WFM platforms (e.g., NICE, Verint) or analytics tools (e.g., Power BI, Tableau).
- Experience with business intelligence or reporting tools such as Power BI or Tableau.
- Experience in a service-oriented or call center environment (omnichannel preferred).
- Working knowledge of labor laws, scheduling rules, and compliance practices.
- Familiarity with statistical analysis and basic forecasting methodologies.
Technical Stack
- Microsoft Excel
- Power BI
- Tableau
- NICE
- Verint
- Genesys
Team & Environment
You will lead a team of workforce analysts and/or schedulers.
Benefits & Compensation
- Compensation range: $93,000 - $120,000
- Medical, dental, vision insurance
- Paid vacation/sick days
- 401(k)
- Generous employee pet discounts
We are proud to be an Equal Opportunity Employer - Veterans / Disabled.
