Workforce Manager - National Booking Center

NearU, and Affiliate Regional HVAC Branches • Charlotte, NC

9d

About The Position

The NearU National booking center is a centralized appointment setting contact center for NearU supported home services companies. The Contact Center Workforce Manager is responsible for ensuring the National Booking Center shifts are staffed correctly, at the right times, with the right people This role owns forecasting, scheduling, intraday management, and real-time adherence to optimize service levels, employee experience, and operational efficiency.
This position plays a critical role in balancing customer demand, agent availability, and business objectives while supporting the continued growth and operational maturity of the National Booking Center.

Requirements

• 2+ years of experience in workforce management or workforce coordination within a contact center environment
• Demonstrated experience with manual forecasting techniques
• Erlang calculations
• Strong understanding of forecasting, scheduling, adherence, and intraday management
• Advanced Excel and data analysis skills (pivot tables, formulas, trend analysis)
• Ability to communicate workforce insights clearly to operational and executive leaders
• Strong organizational skills and the ability to manage competing priorities in a fast-paced environment

Nice To Haves

• ServiceTitan Contact Center Pro (CCP) or similar contact center platforms preferred
• Experience implementing or supporting new workforce management or forecasting software
• Exposure to multi-skill, multi-queue, or multi-brand contact center environments
• Familiarity with service level, occupancy, shrinkage, and utilization metrics

Responsibilities

• Workforce Planning & Forecasting
• Scheduling & Capacity Management
• Real-Time Management & Adherence
• Reporting & Analysis
• Technology & Optimization
• Cross-Functional Collaboration

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed