Senior Manager, Resource Orchestration – WFM

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

📋 Description

• Take ownership and enhance the workforce management (WFM) operating rhythm across demand forecasting, workload and capacity planning, staffing and hiring inputs, scheduling, and crisis management.

• Develop both short- and long-term forecasts for voice and digital channels; articulate assumptions, risks, and forecast variances, while translating demand into effective staffing and hiring requirements.

• Design schedules and staffing strategies that align with service objectives, productivity, cost efficiency, employee experience, skill sets, time zones, and business priorities.

• Collaborate with intraday management to assess real-time volumes, handle times, staffing, adherence, service levels, and backlog; advise on workforce plans and escalate issues that necessitate crisis intervention.

• Analyze contact routing and CCaaS configuration modifications, convert operational needs into actionable requirements, support testing and readiness for launch, and evaluate results.

• Link routing and WFM decisions to pinpoint demand, skill coverage, queue performance, agent availability, routing processes, or staffing challenges.

• Contribute to the development of the WFM and contact-center technology roadmap, focusing on data, forecasting, automation, and real-time indicators.

• Lead and nurture the crisis management team addressing travel disruptions, weather-related incidents, outages, demand surges, and other emergencies.

• Establish crisis-management operating frameworks, roles, coverage plans, escalation pathways, communication protocols, playbooks, and scenario contingencies.

• Spearhead incident response efforts, conduct post-event evaluations, and implement resulting improvements in forecasting, routing, staffing, or processes.

• Manage cross-functional projects from initial problem identification through to requirements gathering, milestones, risk assessment, stakeholder alignment, implementation, and outcome evaluation.

• Identify root causes and prioritize enhancements to customer experience, agent satisfaction, service quality, and operational efficiency.

• Build collaborative relationships with Operations, Finance, People, Analytics, Product, and Technology teams; convey WFM implications to frontline leaders and executive stakeholders.

• Mentor, develop, and retain a high-performing WFM team while fostering expertise in forecasting, capacity planning, scheduling, and crisis management.

• Remain updated on business and contact-center developments, connecting them to workforce implications.

⛳️ Requirements

• 7+ years of advancing workforce management experience in a high-volume contact center, with significant expertise in forecasting, capacity planning, scheduling, intraday operations, real-time performance, and workforce analytics.

• 3+ years of experience in leading, coaching, or developing WFM teams or other operational planning professionals.

• Proven track record in constructing forecasts and staffing plans, analyzing performance data, recognizing risks, and suggesting actions that enhance service and operational results.

• Strong grasp of contact routing and CCaaS concepts, including queues, skills, routing strategies, and digital channels; experience in collaborating on platform configurations or launches.

• Experience in leading cross-functional projects and executing operational or technological transformations from planning through to adoption and measurement.

• Sound judgment and poise in dynamic situations, with experience in supporting incident responses, managing demand spikes, or coordinating service recovery efforts.

• Exceptional written, verbal, and presentation skills, including the capacity to articulate complex workforce topics to diverse audiences.

• Proficient in WFM and contact-center systems, spreadsheets, and reporting or analytics tools.

• Bachelor’s degree or equivalent practical experience.

• Relevant certifications in workforce planning, project management, or continuous improvement are advantageous but not mandatory.

• Familiarity with Genesys Cloud, NICE, Verint, Calabrio, or similar platforms is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work arrangements to promote work-life balance.