Senior Manager, WFM – Operational Strategy

This is a fully remote position, open to applicants in Florida, +9 more states.

📋 Description

• Standardize the processes of data collection, reporting, and analysis across Workforce Management (WFM) functions.

• Create and maintain dashboards for metrics related to service level, occupancy, adherence, shrinkage, and attrition.

• Analyze workforce trends to assist in capacity planning and make hiring recommendations.

• Keep track of industry trends and emerging technologies to guide WFM strategy.

• Lead initiatives aimed at streamlining operations and optimizing resource utilization across various locations.

• Identify inefficiencies and apply solutions to enhance workforce flexibility and operational performance.

• Develop and oversee project plans and budgets that align with operational efficiency objectives.

• Conduct post-implementation reviews to assess effectiveness and return on investment (ROI).

• Lead cross-functional teams to ensure timely and scoped delivery of strategic initiatives.

• Collaborate with Operations, IT, HR, and vendors to execute and support critical initiatives.

• Act as the primary point of contact for project communications and stakeholder management.

• Advocate for workforce technology solutions, including tools for flexible scheduling and rostering.

• Lead and nurture a small team within a collaborative, high-performance setting.

• Serve as the WFM subject matter expert and advisor to operations leadership.

• Develop and conduct training sessions on capacity planning, schedule optimization, and shrinkage management.

• Convert complex WFM data into clear, actionable insights.

• Create guides, playbooks, and standard operating procedures for recurring WFM processes.

⛳️ Requirements

• Over 5 years of WFM experience in a high-volume call center environment.

• More than 5 years of experience in driving process improvement or operational efficiency initiatives.

• Familiarity with WFM platforms such as NICE, Verint, Aspect, Genesys, or similar systems.

• Proficient in Excel and Power BI for data analysis purposes.

• Demonstrated ability to lead cross-functional teams and manage project plans and budgets effectively.

• Proven track record in automating workflows and enhancing reporting processes.

• Experience in leading technology implementation projects.

• Experience managing a small team.

• Fluent in English.

• Must currently reside in an authorized U.S. state.

• Must be legally eligible to work in the United States.

• Current or future sponsorship is not available.

🏝️ Benefits

• Performance-based bonuses.

• Merit increases.

• Opportunities for professional development courses and targeted development programs.

• International mobility and career progression opportunities.

• Work Well health and wellbeing programs.

• Flexible work-life balance arrangements.

• Health insurance.

• Dental insurance.

• Vision insurance.

• Retirement savings plans.

• Paid time off.

• Additional employee programs.