Global Workforce Management Leader (Contact Center)
Core
Balance customer demand with agent supply to maintain high cost-efficiency and meet international Service Level Agreements (SLAs) for a global contact center.
Role type
Senior Workforce Management Leader (Contact Center)
Builds
Global contact center operations across US, Costa Rica, and the Philippines
Domain
Business Process Outsourcing (BPO) / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce management (WFM) leadership, multi-site/multi-queue routing management, Verint WFM software, ACD telephony systems (Genesys, Avaya, Cisco), multi-horizon forecasting, shrinkage management, real-time intraday steering, labor law compliance
Preferred skills
Statistical forecasting models, trend analysis, high-stakes decision making
Technologies
Verint, Genesys, Avaya, Cisco
Responsibilities
Oversee end-to-end forecasting and capacity planning pipeline; Direct agent scheduling and sign off on final rosters; Execute real-time intraday steering and move agents between lines of business/queues/countries; Monitor and escalate shrinkage metrics; Provide performance reviews on SLA delivery, forecast accuracy, and agent occupancy
Seniority
Senior, hands-on IC