Role Overview:

As Senior Manager Workforce Management, you provide leadership and oversight across multiple Workforce Management teams, ensuring alignment with organizational objectives and driving operational excellence. By collaborating with senior stakeholders, you influence decision-making and ensure the Workforce Management (WFM) function delivers maximum value to the business. You manage the performance, drive engagement, and foster development of WFM leaders, while ensuring the implementation of best practices and innovative solutions.

This is a Hybrid position located in Frisco, TX. You will be required to be onsite on an as-needed basis, typically 4 – 10 days per month. We are only considering candidates within a commutable distance to this location and are not offering relocation assistance at this time.

About the role:

• Define and execute departmental plans in alignment with Workforce Management strategy and client requirements 

• Oversee end-to-end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy

• Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement

• Act as primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions

• Manage escalations, resolve complex challenges, and provide guidance on critical decision-making

• Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution

• Lead implementation of new tools, technologies, policies, procedures and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals

• Collaborate with cross-functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes

• Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency

• Lead and mentor WFM managers and their teams, ensuring a high-performance culture and continuous professional growth; several direct reports

About you: 

• 8 years (we’d love more!) of experience in workforce management for call centers, with at least 3 years in a senior leadership role required

• BA/BS/BBA degree in Business, Management, or related field preferred. CPA desired

• Comprehensive knowledge of Workforce Management principles, methodologies, and best practices

• Expertise in WFM tools (e.g., IEX, Verint), data analysis platforms, and reporting

• Strong analytical skills with the ability to translate data into actionable strategies

• Exceptional communication, presentation, and stakeholder management skills, with the ability to influence and negotiate at senior levels

• Proven ability to manage complex, multi-client environments and drive results under tight deadlines

• Ability to identify and solve complex problems by leveraging appropriate resources within or outside the department

• Proven track record in driving large-scale WFM initiatives and process improvements

#LI-Hybrid

Company Overview

McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We’re proud to be Great Place to Work® Certified in 10 countries, a reflection of the supportive, empowering environment we’ve built where people feel seen, valued, and energized to reach their full potential and thrive.

We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Bonus Program
• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.