Contact Center Workforce Manager 

Location: Charlotte, NC 
Department: National Booking Center 
Reports To: Director of Operations / Call Center Operations 

Role Overview:

The NearU National booking center is a centralized appointment setting contact center for NearU supported home services companies. The Contact Center Workforce Manager is responsible for ensuring the National Booking Center shifts are staffed correctly, at the right times, with the right people This role owns forecasting, scheduling, intraday management, and real-time adherence to optimize service levels, employee experience, and operational efficiency. 

This position plays a critical role in balancing customer demand, agent availability, and business objectives while supporting the continued growth and operational maturity of the National Booking Center. 

Key Responsibilities: 

Workforce Planning & Forecasting 

• Forecast call volume and staffing needs using historical data, trends, seasonality, and business inputs 

• Develop short-term and long-term staffing models to support service level and operational targets 

• Perform manual forecasting and scenario modeling when automated tools, clean data, or systems are unavailable 

Scheduling & Capacity Management 

• Build and maintain agent schedules aligned to forecasted demand 

• Manage intraday schedules including breaks, lunches, meetings, training, and special assignments 

• Make real-time schedule adjustments to address volume fluctuations, absenteeism, or operational changes 

Real-Time Management & Adherence 

• Monitor schedule adherence and conformance throughout the day 

• Identify adherence trends, risks, and gaps; surface insights to leadership 

• Partner with supervisors and managers to correct intraday performance issues quickly and effectively 

Reporting & Analysis

• Produce workforce reports related to adherence, utilization, shrinkage, and staffing effectiveness 

• Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes 

• Translate data into clear, actionable insights—not just dashboards that look cool in meetings 

Technology & Optimization 

• Utilize workforce management and contact center tools to support forecasting, scheduling, and intraday management 

• Support the implementation and optimization of new workforce management or forecasting software 

• Partner with Operations, IT, and vendors to improve forecasting accuracy and tool adoption 

Cross-Functional Collaboration 

• Collaborate with Operations, Training, QA, and Leadership to align staffing with business priorities 

• Support special initiatives such as new program launches, seasonal demand shifts, and operational pilots 

 Required Qualifications:

• 2+ years of experience in workforce management or workforce coordination within a contact center environment 

• Demonstrated experience with manual forecasting techniques  

• Erlang calculations 

• Strong understanding of forecasting, scheduling, adherence, and intraday management 

• Advanced Excel and data analysis skills (pivot tables, formulas, trend analysis) 

• Ability to communicate workforce insights clearly to operational and executive leaders 

• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment 

Preferred Qualifications 

• ServiceTitan Contact Center Pro (CCP) or similar contact center platforms preferred

• Experience implementing or supporting new workforce management or forecasting software 

• Exposure to multi-skill, multi-queue, or multi-brand contact center environments 

• Familiarity with service level, occupancy, shrinkage, and utilization metrics 

What Success Looks Like 

• Forecasts leadership trusts 

• Schedules that match demand 

• Strong schedule adherence without micromanagement