This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the enterprise workforce management approach for contact center operations.

• Lead both long-term and annual workforce planning, demand forecasting, recruitment plans, and budget contributions.

• Create and manage standardized WFM policies, frameworks, and key performance indicators (KPIs).

• Supervise forecasting, scheduling, and real-time management activities.

• Provide guidance, coaching, and development opportunities for team leaders and analysts.

• Collaborate with Operations, Sales, Finance, HR, and vendor partners on staffing strategies and workforce initiatives.

• Advocate for the advancement of WFM tools and technology, including AI, telephony routing, and reporting solutions.

• Promote continuous enhancement in forecast accuracy, schedule efficiency, shrinkage management, and intraday execution.

• Deliver executive-level insights and recommendations through storytelling, dashboards, and operational reviews.

⛳️ Requirements

• Bachelor’s degree in Business, Operations Management, Mathematics, Statistics, Finance, Industrial Engineering, or a related discipline.

• Over 10 years of experience in workforce management, contact center operations, or a closely related area.

• More than 5 years in a leadership position managing multi-functional teams.

• Experience in large-scale workforce planning, forecasting, and scheduling for high-volume, multi-channel environments, including BPO vendor partners.

• Demonstrated success in utilizing data and analytics to identify performance drivers, enhance forecast accuracy, and optimize staffing, productivity, and customer or sales outcomes.

• Proven history of influencing senior leaders and cross-functional partners with clear, data-driven recommendations in a dynamic, high-growth environment.

• Familiarity with WFM platforms such as Aspect, Genesys, or NICE, as well as related telephony or CRM tools.