Manager, Workforce Management & Vendor Performance (Onsite)

SC Data Center, Inc., an affiliate of Colony Brands —one of the world’s largest and most successful direct marketing catalog and e-Commerce companies—is seeking a Manager, Workforce Management & Vendor Performance to lead workforce planning strategies and oversee outsourced contact center partner performance. This highly visible leadership role is responsible for ensuring the right workforce capacity is in place to support customer demand while driving operational efficiency, service-level achievement, and exceptional customer experiences.

The Manager will serve as the central point of accountability for forecasting, scheduling, capacity planning, real-time workforce management, workforce optimization technology, and outsourced vendor performance across our contact center operations.

What You'll Do

The Manager, Workforce Management & Vendor Performance will lead the planning, execution, and continuous improvement of workforce management practices while maintaining strong partnerships with internal stakeholders and external contact center vendors. This role will be instrumental in aligning staffing resources with customer demand, seasonal business fluctuations, and organizational goals.

We're seeking a data-driven leader who thrives on solving complex operational challenges and leveraging analytics to drive business results.

Responsibilities include

• Leading all Workforce Management (WFM) functions including forecasting, scheduling, capacity planning, and real-time management
• Developing and maintaining workforce planning standards, governance processes, reporting, and best practices
• Analyzing historical trends, seasonal demand patterns, marketing initiatives, and business drivers to improve forecast accuracy
• Translating workload forecasts into staffing and resource recommendations that support service-level objectives and financial goals
• Overseeing workforce performance metrics, operational KPIs, dashboards, and executive reporting
• Serving as the business owner and subject matter expert for workforce management systems and technology solutions
• Driving automation, process improvements, and system optimization initiatives to improve efficiency and effectiveness
• Managing outsourced contact center workforce planning and monitoring vendor staffing, performance, and contractual compliance
• Establishing vendor performance scorecards and facilitating recurring business reviews to address opportunities and concerns
• Partnering with Contact Center Operations, Marketing, Finance, Technology, and vendor leadership to align workforce strategies with business objectives
• Leading workforce planning efforts for peak seasons, promotions, product launches, and business growth initiatives
• Coaching, mentoring, and developing workforce management team members while building scalable processes that support future growth