Senior Workforce Management Manager

Job Summary

A company is looking for a Sr. Workforce Management Manager to optimize resource allocation for the contact center and oversee Workforce Management operations.

Key Responsibilities

• Lead the development and implementation of staffing models, reporting, and analysis to support contact center financial performance
• Design and implement workforce planning processes and methodologies for accurate forecasting and capacity planning
• Manage vendor relationships and ensure compliance with applicable laws and regulations while optimizing contact center performance

Required Qualifications

• Bachelor's Degree required
• 10+ years of experience in Contact Center or Business Operations roles, with a focus on workforce management
• 8+ years of leadership experience in workforce management in a multi-site, multi-channel contact center
• 5+ years of experience managing projects, particularly in technology and vendor implementation
• Strong analytical background with the ability to perform quantitative and qualitative analysis