[Hiring] Senior Manager, Workforce Analytics @National Debt Relief

Role Description

We’re looking for a strategic and data-driven Senior Manager of Workforce Analytics to lead demand planning across our inbound sales and outbound dialing. This is a high-impact role that directly influences revenue performance, client experience, and operational efficiency. You’ll partner closely with Marketing, Sales, Finance, and Operations to ensure we have the right staffing strategies in place to meet lead demand, optimize speed-to-dial, and drive conversion.

Responsibilities

• Own Forecasting & Demand Planning
  • Develop and manage short- and long-term forecasts for inbound leads and outbound dialing
  • Incorporate key drivers such as marketing performance, seasonality, and economic trends
  • Continuously improve forecast accuracy using data analysis and advanced modeling
• Drive Capacity & Staffing Strategy
  • Translate forecasts into headcount plans and hiring strategies
  • Align staffing with lead generation and revenue targets
• Partner Cross-Functionally
  • Collaborate with Marketing, Sales, Finance, and Operations to align on business goals
  • Provide insights into trends, risks, and opportunities impacting demand
  • Support scenario planning for campaigns, budget changes, and growth initiatives
• Lead & Develop a High-Performing Team
  • Manage and mentor a team of WFM forecasting analysts
  • Establish best practices, governance, and scalable processes
  • Foster a culture of accountability, accuracy, and continuous improvement
• Deliver Insights & Performance Reporting
  • Track and report on forecast accuracy, service levels, speed-to-dial, and productivity
  • Identify drivers of variance and implement improvements
  • Present data-driven recommendations to senior leadership
• Ensure Operational & Regulatory Alignment
  • Incorporate compliance considerations into planning models
  • Balance service levels, conversion performance, and cost efficiency

Qualifications

• 8 years of Workforce Management experience, with deep expertise in forecasting
• Experience supporting sales-driven contact centers (inbound lead + outbound dialing)
• 3+ years of leadership experience managing and developing teams

Requirements

• Strong understanding of conversion funnels, lead flow, and agent productivity metrics
• Advanced Excel skills; experience with SQL and Sigma preferred
• Experience with WFM platforms
• Computer competency and ability to work with a computer
• Prioritize multiple tasks and projects simultaneously
• Exceptional written and verbal communication skills
• Punctuality expected, ready to report to work on a consistent basis
• Attain and maintain high performance expectations on a monthly basis
• Work in a fast-paced, high-volume setting
• Use and navigate multiple computer systems with exceptional multi-tasking skills
• Remain calm and professional during difficult discussions
• Take constructive feedback
• Available for full-time position

Compensation Information

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. The salary for this position is $133,500.00 to $153,500.00.

Benefits

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 12 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount
• Wellness Incentive Program