Workforce Management Manager
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Job Summary
The Manager of Workforce Management (WFM) is responsible for designing implementing and optimizing workforce strategies that support data center operations at scale. This role ensures the right technical talent is available at the right time to meet uptime capacity and service-level objectives. The position partners closely with Data Center Operations Capacity Planning HR and Finance to drive forecasting accuracy staffing efficiency and labor cost optimization across multiple sites or regions.
- Develop short- and long-term workforce plans aligned with data center growth capacity expansion and operational demand.
- Build and maintain forecasting models for technician staffing shift coverage and project-based labor needs.
- Partner with capacity planning teams to align workforce supply with infrastructure demand.
- Oversee scheduling frameworks for 24/7/365 data center operations ensuring optimal coverage and compliance.
- Implement standardized WFM processes across multiple facilities or regions.
- Monitor real-time staffing levels and adjust to meet SLAs uptime requirements and incident response needs.
- Lead workforce analytics including headcount modeling productivity metrics utilization rates and labor cost analysis.
- Develop dashboards and reporting for executive visibility into workforce performance.
- Use data-driven insights to recommend staffing optimizations and efficiency improvements.
- Own and optimize WFM tools (e.g. scheduling systems forecasting software timekeeping platforms).
- Drive automation and digital transformation initiatives within workforce planning processes.
- Ensure integration between WFM systems and HRIS ticketing and capacity management tools.
- Partner with HR on hiring strategies talent pipelines and workforce scalability.
- Work with Finance to manage labor budgets cost forecasting and variance analysis.
- Collaborate with Data Center Operations leadership to align workforce plans with maintenance schedules deployments and incident management.
- Bachelors degree in Business Operations Engineering or related field.
- 812 years of experience in Workforce Management Operations Planning or similar roles.
- 35 years of leadership experience managing WFM or operations teams.
- Experience supporting 24/7 mission-critical environments (data centers telecom cloud or similar).
- Strong analytical and modeling skills (Excel SQL or similar tools).
- Experience with WFM platforms (e.g. Kronos/UKG NICE Workday or similar).
- Experience in hyperscale or colocation data center environments.
- Knowledge of capacity planning and infrastructure lifecycle management.
- Familiarity with ITIL incident management or service operations frameworks.
Why Black Box
Black Box is a leading global technology solutions provider with 2500 team members across 24 countries. We design deploy and manage world-class IT infrastructure solutions for some of the most demanding environments worldwide. We value innovation ownership transparency and continuous growthboth in our business and our people. When you join Black Box you join a team committed to delivering excellence and elevating the customer experience.
Equal Opportunity Employer-Black Box is an equal opportunity employer. We welcome applicants of every background and do not discriminate based on race color religion gender identity or expression sexual orientation national origin age disability veteran status or any other protected status.
Required Experience:
Manager
About Company
Black Box® is a trusted IT solutions provider delivering cutting-edge technology products and world-class consulting services to businesses across the globe.
