Workforce Manager

Join the Aventus Team

We are Aventus — a boutique customer experience BPO in Charleston, South Carolina, trusted by over 100 e-commerce brands and digital partners. With over 10 years of remote-first operations, we pride ourselves on operational precision, workforce efficiency, and a performance-driven culture.

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We are looking for a skilled and strategic Workforce Manager to lead our workforce operations, oversee capacity planning, and ensure optimal staffing performance across all client accounts. If you're driven by data-backed decision-making, resource governance, and team leadership, this is your opportunity to lead high-impact workforce operations in a fast-scaling environment.

What You'll Be Doing

As a Workforce Manager, you will lead the WFM function, guide the Real-Time Analyst team, and own workforce planning and reporting to ensure service delivery standards are consistently met. You will collaborate closely with Operations to align staffing, optimize resource utilization, and ensure workforce insights drive decision-making across teams.

Your Core Responsibilities

• Team Leadership & Execution Oversight
• Lead, mentor, and performance-manage a team of Real-Time Analysts (RTAs).
• Oversee adherence to workforce processes, including scheduling accuracy, live queue monitoring, and attendance governance.
• Serve as escalation authority for workforce-related service risks and coverage gaps.
• Capacity Planning & Forecast Governance
• Develop and maintain headcount plans, staffing models, and schedule forecasts based on volume trends and business requirements.
• Recommend staffing adjustments to support ramp, backfill, and seasonal changes across campaigns.
• Align with Operations on seat allocation, scheduled hours, and resource utilization targets.
• Real-Time Workforce Control
• Ensure daily service levels are met across all active queues through strategic resource allocation.
• Review delivered hours versus required hours and recommend actions such as overtime, schedule alignment, or redistribution of resources.
• Monitor schedule adherence trends and escalate recurring compliance risks.
• Reporting & Performance Visibility
• Maintain and manage workforce performance dashboards to provide visibility into schedule compliance, attendance trends, and service level delivery.
• Generate daily/weekly workforce performance summaries for Operations leadership.
• Analyze WFM data trends to provide improvement insights and actionable recommendations.
• Stakeholder Communication & Alignment
• Act as the primary liaison between WFM and Operations, ensuring alignment on workforce expectations, escalations, and staffing strategies.
• Communicate workforce performance insights to Operations, highlighting risks and recommended actions.
• Establish a consistent reporting cadence and communication flow for workforce status updates.

What You'll Bring to the Table

• 3+ years of Workforce Management experience in a BPO or service-focused environment.
• Experience leading a workforce or scheduling team with clear performance outcomes.
• Proficiency in workforce monitoring tools and scheduling platforms (Hubstaff or similar).
• Strong understanding of forecasting principles, staffing alignment, and SLA-driven resource planning.
• Excellent judgment in high-pressure decision-making and resource management.

Your Core Competencies

• People Development: Coaches and builds high-performing workforce teams
• Efficiency: Ensures resource optimization and minimal staffing waste
• Analytical Thinking: Uses workforce data to make informed operational decisions
• Work Ethic: Takes ownership and delivers with consistency and accuracy
• Attention to Detail: Ensures schedules, reports, and rosters are accurate and up to date
• Proactivity: Anticipates workforce needs and takes action before issues escalate
• Adaptability: Adjusts plans quickly in response to shifting operational demands
• Calm Under Pressure: Maintains clarity and decision-making discipline during peak volume or SLA risk
• Leadership Presence: Upholds WFM standards and drives accountability across teams

What's In It For You?

• 100% Remote Work – Work from anywhere in the Philippines
• Career Growth – Opportunity to progress within Workforce Operations leadership
• Competitive Pay – $11/hr + benefits as an independent contractor
• Supportive Culture – Work with a high-performance leadership team that values clarity, precision, and accountability
• Long-Term Opportunity – Be part of a scalable WFM structure with clear development pathways

Ready to Lead with Precision?

If you're passionate about workforce governance, performance alignment, and leading a high-accountability team, we'd love to meet you