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Workforce Manager


Location: Charlotte, North Carolina, Fargo, North Dakota, Irving, Texas, Issaquah, Washington

Job Type: Full time

Last updated

Show that gap who’s boss!
Women are 16% less likely than men to apply to a job once they’ve viewed it, but are 16% more likely to get hired after applying to a job.*
*LinkedIn Talent Solutions Gender Insights Report 2019

With over 21,000 employees worldwide, the Microsoft Services team includes IT architects, consultants, support engineers, sales, and business leaders who serve our customers in 191 countries and 46 languages, providing best-in-class platforms and productivity services. Our Customer Services and Support (CSS) team is on the front lines with our customers - Consumer and Enterprise - helping them get the most from their technology investments.

From end-to-end, Microsoft Customer Service & Support (CSS) is transforming the way we support our customers, and we want you to be a part of it! CSS is a dynamic large global organization that delivers great customer experiences across all Microsoft products every day.

The CSS team is looking for an experienced Workforce Manager responsible for leading a team of workforce management resources to design and deliver industry best in class scheduling services to our CSS global business units, utilizing modern tools, best in class processes which results in optimized schedules, driving efficiency, SLA performance and employee satisfaction


A successful Workforce Manager will:

  • Enable and support the leadership team by providing operational insights through scheduling reviews to ensure alignment to business demands
  • Orchestrate scheduling reviews on regular basis to ensure alignment to business demands and provide business insight
  • Working with our internal and external partners, ensuring our support centers operate in the most efficient manner possible, to enable each business the best opportunity to meet customer demand
  • Drive continuous improvement efforts by reviewing data, standards, policies and the execution of established processes to identify gaps and iterating on best practices
  • Leading / participating in cross group collaboration meetings with global stakeholders to share knowledge, best practices, and governance of scheduling processes Build, lead, and provide coaching and professional development for a workforce management team.
  • Own and manage WFM key metrics such as forecast accuracy, schedule efficiency, schedule adherence, line adherence, productivity, etc.


Required Qualifications:

  • 7+ Years work experience leading a Global WFM Organization having multi-contact types and multiple sites with proven understanding of forecasting, capacity planning, scheduling and intraday management processes

Preferred Qualifications:

  • Technologically savvy with working knowledge of main WFM technologies/ best-in-class processes, Aspect software experience preferred
  • Proven leadership, communication, negotiation and consensus building skills
  • Proven success in change management and implementing workforce management processes for large multi-national workgroups.
  • Excellent organizational and time-management skills
  • Great collaborator - Ability to build strong relationships with leadership teams
  • Enthusiasm and curiosity for continuous improvement and root cause analysis
  • Proven success in change management and implementing workforce management processes for large multi-national workgroups.
  • Proficient in Microsoft Excel

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.