Sr. Manager, WFM Tools and Governance
Core
Establishing standards, controls, and technology foundation for Workforce Management (WFM) to ensure consistent practices across lines of business and advance tools, automation, and AI capabilities for forecasting, capacity planning, and workforce optimization.
Role type
Sr. Manager, WFM Tools and Governance
Builds
WFM governance frameworks, standard operating procedures, audit routines, skills matrices, FTE directories, and WFM tools strategy/roadmap.
Domain
Workforce Management / Operations Governance / Contact Center Technology
Required skills
WFM governance, forecasting, capacity planning, scheduling, skills management, real-time management, workforce optimization, audit and control design, enterprise WFM systems, Genesys Cloud, cross-functional leadership, change management, AI/automation integration.
Preferred skills
Global contact center operations, workforce optimization tools, routing and skills configuration, cloud-based workforce technologies, AI/automation implementation, process simplification, transformation leadership.
Technologies
Genesys Cloud, enterprise WFM platforms, workforce optimization tools, cloud-based workforce technologies.
Responsibilities
Create and govern WFM standard operating procedures, planning standards, and escalation protocols; Establish audit and control routines to measure adherence and drive remediation; Own governance of the WFM skills matrix, FTE directory, and queue/skill inventory; Lead the WFM tools strategy and roadmap; Manage WFM work intake, prioritization, and change governance; Partner with Technology and Operations to simplify platform configurations; Guide the integration of AI and automation into WFM workflows.
Seniority
Senior, hands-on IC with strategic guidance