CX Workforce Management Manager - Melio
Core
Lead global Customer Experience workforce strategy, including capacity planning, forecasting, scheduling, and real-time management for omni-channel contact centers.
Role type
Senior IC Workforce Management Manager
Builds
Optimized agent schedules, forecasting models, and operational dashboards for internal global CX teams
Domain
Customer Experience / Contact Center Operations
Deliverable
production ML models | dashboards & analysis
Required skills
Workforce Management strategy, multi-channel volume forecasting, scheduling optimization, real-time management, operational analytics, team leadership, enterprise WFM platforms, predictive modeling
Preferred skills
Data analytics, scenario modeling, risk analysis, talent development
Technologies
Nice CXone, Verint, Assembled, Zendesk, Salesforce, Talkdesk
Responsibilities
Develop multi-channel forecasting models and 12-to-18-month capacity plans; oversee agent schedule creation and optimization; lead real-time performance management; design executive-level WFM dashboards; manage and mentor the WFM team
Seniority
Senior, hands-on IC
