Workforce Development Manager

Company Description

About Us:

Live Eye Surveillance is an AI-powered surveillance company delivering real-time, proactive monitoring services across the U.S. With our in-house VMS technology and intelligent alerting systems, we provide security solutions that prevent incidents before they occur. We are expanding rapidly and seeking a strategic and hands-on Workforce Development Manager to lead our workforce planning and optimization efforts.

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Role Summary:

The Workforce Development Manager will be responsible for forecasting, resource planning, scheduling, and ensuring 24/7 operational coverage across all surveillance projects. This role will drive workforce strategies to optimize agent productivity, meet SLA targets, reduce shrinkage, and ensure compliance across shifts. The ideal candidate is analytical, organized, and has strong leadership in workforce management systems and real-time ops.

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Key Responsibilities:

• Develop and implement workforce strategies to meet operational requirements for a 24x7 monitoring environment.

• Create accurate short-term and long-term forecasts based on client load, seasonal demand, and historical data.

• Lead a team of WFM Analysts, Schedulers, and RTAs to ensure optimal shift coverage and resource allocation.

• Monitor real-time adherence, attendance, shrinkage, and productivity metrics.

• Collaborate with HR and Operations to manage headcount planning, recruitment inputs, and training timelines.

• Continuously improve scheduling algorithms and workforce models to reduce overtime and increase efficiency.

• Own workforce reporting dashboards including utilization, SLA adherence, absenteeism, attrition trends, etc.

• Serve as the point of contact for client capacity planning, reporting, and SLA performance updates.

• Implement and maintain WFM tools/software (or optimize Excel-based tools in early stages).

• Train and mentor WFM team members and build scalable SOPs for the department.

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Requirements:

• Minimum 5 years of experience in Workforce Management, preferably in BPO, surveillance, or security operations.

• Proven experience in forecasting, capacity planning, and scheduling.

• Strong analytical skills and high proficiency in Excel/Google Sheets; WFM software (e.g., NICE, Verint, Kronos) is a plus.

• Excellent communication, reporting, and stakeholder management skills.

• Ability to work in rotational shifts and manage 24x7 teams.

• Bachelor’s degree in Operations, Business Administration, Mathematics, or a related field.

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Preferred Qualifications:

• Prior experience working in surveillance monitoring, command centers, or tech-enabled security operations.

• Hands-on experience setting up WFM processes from scratch in a growing organization.

• Familiarity with real-time dashboards and SLA tracking tools.

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What We Offer:

• Opportunity to lead a mission-critical function in a fast-growing security tech company.

• Competitive salary with performance incentives.

• Modern workplace with high-growth culture.

• Cross-functional exposure and direct impact on company KPIs.