Senior Manager, Workforce Management
Core
Lead a team of 10 workforce professionals to deliver optimized workforce management solutions for a high-volume contact center, focusing on forecasting, scheduling, intraday management, and reporting.
Role type
Senior Manager, Workforce Management
Builds
Optimized workforce schedules, accurate capacity plans, and real-time adherence strategies for voice, chat, and email channels.
Domain
Insurance / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Workforce management strategy, team leadership and mentorship, forecasting and capacity planning, real-time management, data analysis, stakeholder management, process optimization
Preferred skills
CWPP certification, predictive analytics expertise
Technologies
NICE WFM, PowerBI, Oracle Strategic Planner, AWS Connect, Alvaria/Aspect, Excel
Responsibilities
Lead and develop a team of workforce professionals to meet service level goals; oversee development of short-term and long-term forecasts; implement real-time management strategies to monitor performance; conduct advanced data analysis to identify performance trends; build and deliver monthly management review decks; identify opportunities to streamline processes and automate workflows.
Seniority
Senior, hands-on IC with leadership responsibilities
