Manager I, WFM Real Time Management
Core
Lead a team of business analysts to drive Expert Network capacity decisions, optimize occupancy, and improve business outcomes through data-driven insights and predictive modeling.
Role type
Manager I, WFM Real Time Management
Builds
AI Powered E2E WFM Platform, Expert Network capacity strategies
Domain
Workforce Management, Data Analytics, Customer Engagement
Deliverable
production ML models
Required skills
statistical analysis, programming, data mining, predictive modeling, large dataset querying, strategic project leadership, capacity planning, occupancy optimization
Preferred skills
scientific method application, translating quantitative findings into actionable insights, cross-functional collaboration
Technologies
predictive modeling programming, data mining tools, statistical analysis frameworks
Responsibilities
Build and lead a team of contracted business analysts; Develop data-driven insights to drive Expert Network capacity decisions; Manage operational effectiveness of data mining, statistical analysis, and predictive modeling programming activities; Optimize Expert occupancy to match premium customer service with optimal internal productivity and cost management; Partner with cross-functional teams to initiate, lead, or contribute to large-scale/complex strategic projects; Act as a thought partner to senior leaders to prioritize/scope projects and evangelize data-driven business decisions.
