BPO Call Center Workforce Manager

Company Description

Life at Telvista is pretty awesome! We have a mission to bring our employees the inspiration to create a life they love. For this, we continue to empower our teams to take on new challenges, learn from their mistakes, and over-deliver.

We understand that sitting at workstations and helping customers with their issues can be rewarding but also can get overwhelming at times. Our cheerful and fun break rooms help you relax and unwind from a hard work shift. Learning and development opportunities paired with a comfortable work environment make Telvista a place where talent thrives.

Job Description

Workforce Manager – BPO Call Center (Hybrid)

Location: Dallas, TX (Hybrid)

Schedule: Monday–Friday, 7:00 AM–3:00 PM (Weekend availability as needed)

Compensation: $70,000–$80,000 Annually

Company: Telvista, Inc.

Position Summary

The Workforce Manager is responsible for forecasting, scheduling, real-time management, reporting, and system optimization for a multi-client BPO operation. This leader will manage a team of Intraday Analysts and work closely with Operations, Client Services, Training, and Quality to meet and exceed service delivery goals.

Key Responsibilities

Workforce Planning & Forecasting

• Create accurate short-, mid-, and long-term call volume and staffing forecasts across multiple client programs.
• Develop staffing plans integrating shrinkage, occupancy, attrition, and seasonality factors.
• Maintain capacity plans and coordinate staffing recommendations with HR and Talent Acquisition.
  
  

Scheduling

• Build and maintain agent schedules, shift bids, rotations, and PTO plans using advanced WFM tools.
• Optimize workforce coverage during peak hours, product launches, outages, and promotional events.
• Monitor schedule adherence and collaborate with Supervisors and Operations for compliance improvements.
  
  

Intraday Management

• Lead and mentor a team of Real-Time Analysts (RTA/Intraday).
• Oversee real-time queue monitoring, service level performance, and agent state management.
• Execute intraday staffing adjustments (OT, VTO, skill changes, rebalancing) to maintain SLAs.
• Communicate live performance insights to leadership and clients.
  
  

Reporting & Analytics

• Build, automate, and maintain WFM dashboards and reports for SL, occupancy, AHT, shrinkage, forecast accuracy, and staffing gaps.
• Conduct root-cause analysis of staffing variances and performance trends.
• Present operational insights to internal leadership and client stakeholders.
  
  

Qualifications

Experience

• 5 years Workforce Management experience in a BPO or high-volume contact center environment.
• Proven success managing telecommunications client/campaign workforce operations.
• Experience managing a team of Intraday/Real-Time Analysts.
• Strong background with high-volume, multi-site contact center operations.
  
  

Technical Expertise (Expanded)

WFM Platforms & Contact Center Systems

• Avaya contact center systems: CMS, One-X, call routing logs, agent state reporting.
• EIX workforce systems experience (Preferred).
• Hands-on use of major WFM platforms (experience with any of the following is preferred):
• Verint / Verint Impact 360
• NICE IEX WFM (highly preferred)
• Genesys Cloud WFM
• Aspect / Alvaria
• Teleopti / Calabrio WFM
• Deep knowledge of call routing, skill-based routing, multi-skill forecasting, and interval-level staffing.
  
  

Microsoft & Analytics Tools

• Advanced Microsoft Excel (required):
• Complex formulas (INDEX/MATCH, VLOOKUP/XLOOKUP)
• Pivot tables and pivot charts
• Nested formulas & conditional logic
• Data modeling and scenario analysis
• Microsoft Power BI:
• Creating dashboards and visualizations (preferred)
• Publishing and refreshing automated reports
• Microsoft PowerPoint:
• Building executive-level reporting decks
• Microsoft Teams, Outlook, SharePoint for workflow and communication
• Experience with SQL queries (preferred but not required)
  
  

Additional Technical Competencies

• Expertise in schedule management, interval-level forecasting, staffing models, and shrinkage planning.
• Ability to interpret CCaaS/ACD data and translate it into actionable workforce insights.
• Familiarity with API integrations, real-time adherence tools, and reporting automation.
• Strong troubleshooting ability across WFM tools, ACD systems, and reporting platforms.
  
  

Additional Information

Additional Requirements

• Must be available Monday–Friday, 7am–3pm, with occasional weekend availability based on business needs.
• Must pass a background check.
• Must pass a pre-employment drug test.
• Hybrid role—must be able to commute to the Dallas office.
  
  

Job Type: Full-time

Expected hours: 40.00 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance
  
  

Telvista is an Equal Opportunity Employer

Telvista is an Equal Employment Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity, including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws. This commitment extends to all aspects of employment, including recruitment, hiring, promotion, transfer, training, compensation, benefits, termination, and all other terms and conditions of employment.