WFM Analytics Manager

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission : To create conditions within which people can thrive!

The Manager of the WFM Analytics Group is the strategic and tactical leader responsible for governance, innovation, and resource readiness across FPS as an organization. This role ensures the specialized functions of Capacity, Change, and Implementation are aligned with the overall business objectives and the needs of FPS.

This critical role requires management, mentoring and leadership skills to build a team of WFM Analysts. The candidate must have deep expertise in creating, implementing, interpreting, and thoroughly analyzing productivity reports that drive P2P/B2P Ratios as well as Overall Agent Billability and client profitability.

Overall, this is a key role within the organization that will ensure we drive efficiency, profitability and overall operational success.

• Lead a team of WFM Analysts Responsible for ensuring integrity and consistency of set WFM processes and procedures

• Serves as the WFM Project Manager which focuses on WFM initiatives and integrations.

• Maintain confidentiality on information, objectives, and practices of FPS and its clients

• Provide shared services workforce management support to all FPS accounts and focuses on innovation and AI.

• Plan, lead, motivate, train, and monitor the team while ensuring compliance with pertinent legislation guidelines and achievement of maximum collection results for clients and the company

• Performance coaching, scorecards, development plans, and agent administration must be accurate and executed in a timely manner

• Accountable for all decisions, actions, and directives

• Responsible for a progressive discipline of direct reports with regards to attendance, performance and all aspects of company policy up to and including termination

• Knowledge, understanding, compliance, and enforcement of all applicable Federal and Local laws and regulations relating to job duties

• Knowledge, understanding, and compliance with company policies and procedures

• Make recommendations to implement improved processes

• Responsible for the department’s overall performance and for motivating a team to exceed department goals and objectives

• Follow up in a timely manner to ensure customer satisfaction

• Provide feedback to management concerning possible problems or areas of improvement

• Perform other duties as assigned by management

Duties and Responsibilities:

Leadership & Strategy

• Develop and execute the strategic vision, annual roadmap, and objectives for the WFM Analytics Group in alignment with business and operational goals.

• Lead, mentor, coach, and develop a team of WFM Analysts, fostering accountability, collaboration, and continuous improvement.

• Conduct regular coaching sessions, performance reviews, scorecards, and development planning for direct reports.

• Serve as the final escalation point for complex workforce management issues, project risks, and operational challenges.

• Ensure compliance with company policies, legal requirements, and workforce management standards.

Workforce Management Governance

• Oversee adherence to WFM processes, policies, service level agreements (SLAs), and established Rules of Engagement.

• Chair the WFM Change Review Board and provide final approval for significant WFM process and policy changes.

• Conduct governance audits on ID Management, seat capacity utilization, and operational controls.

• Maintain the integrity, consistency, and effectiveness of all WFM processes across the organization.

Project & Program Management

• Serve as the organization's WFM Project Manager for enterprise-wide WFM initiatives, implementations, and system integrations.

• Translate strategic business initiatives into executable projects and ensure successful delivery.

• Oversee project timelines, resource planning, change management, and cross-functional coordination.

• Drive innovation through evaluation, pilot testing, and implementation of emerging WFM technologies, automation, AI, and best practices.

Stakeholder & Client Management

• Act as the primary point of contact for senior leadership, including Operations, Finance, IT, Asset Management, and executive stakeholders.

• Build and maintain strong relationships with internal business partners and external clients regarding workforce management strategy, standards, and capacity planning.

• Present strategic recommendations, operational insights, and performance dashboards to executive leadership.

Operational Excellence

• Provide enterprise-wide shared services workforce management support across all business units.

• Monitor departmental performance and implement continuous process improvements to increase efficiency and operational effectiveness.

• Review workforce analytics, capacity reports, utilization trends, and operational risks to support informed business decisions.

• Ensure timely follow-up on issues affecting customer satisfaction and operational performance.

• Manage departmental budgets, tools, non-FTE resources, and resource allocation priorities.

Performance Management

• Hold direct reports accountable for performance, attendance, quality, and compliance.

• Administer progressive discipline when necessary in accordance with company policies.

• Monitor departmental KPIs and ensure achievement of organizational objectives.

• Provide regular feedback, coaching, and career development opportunities for team members.

• Perform additional duties as assigned by leadership.

Qualifications:

Education

• Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, or a related field is required.

• Master's degree (MBA or related discipline) is highly preferred.

Experience

• Minimum of 5 years of progressive Workforce Management leadership experience.

• At least 2 years of experience managing specialized WFM functions such as Forecasting, Capacity Planning, Scheduling, Real-Time Management, Process Improvement, or WFM Projects.

• Proven experience leading governance initiatives, operational improvements, enterprise projects, and cross-functional programs.

• Experience managing multiple stakeholders and presenting to senior leadership.

• Background in BPO, shared services, or large-scale contact center operations is highly preferred.

Knowledge, Skills, & Competencies

• Strong strategic leadership with the ability to translate business objectives into actionable workforce strategies.

• Comprehensive expertise across all Workforce Management disciplines, including Forecasting, Capacity Planning, Scheduling, and Real-Time Management.

• Demonstrated success in coaching, mentoring, and developing high-performing teams.

• Excellent project management, governance, and change management capabilities.

• Strong financial acumen with experience managing budgets, resources, and departmental planning.

• Advanced analytical, problem-solving, and decision-making skills.

• Excellent executive communication, presentation, and stakeholder management abilities.

• Experience implementing process improvements, automation, AI solutions, and operational innovations.

• High level of professionalism, integrity, confidentiality, and accountability.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.