Senior Manager, Workforce Intelligence

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

📋 Description

• Develop and oversee the enterprise Workforce Intelligence strategy and operational framework within Customer Excellence.

• Consolidate workforce, service, operational, customer, and quality performance metrics into a unified perspective.

• Establish standardized performance frameworks, reporting protocols, and governance across various regions and functions.

• Direct the monitoring, reporting, and trend analysis of quality performance.

• Link quality outcomes with workforce, customer, and operational performance to pinpoint root causes.

• Collaborate with Operations, Training, and Workforce Management to implement targeted enhancements.

• Create executive-level performance reports that convey business impacts and strategic recommendations.

• Set up governance routines that ensure clear ownership, accountability, and follow-through on performance gaps.

• Discover opportunities to automate repetitive reporting and utilize modern BI and AI technologies for generating insights.

• Lead and mentor a globally distributed team in business storytelling, root-cause analysis, and executive communication.

• Collaborate with Workforce Management, regional Operations, Finance, HR, Training, and Technology to ensure alignment of performance intelligence with operational decision-making.

⛳️ Requirements

• Over 8 years of progressive experience in Workforce Management, Customer Experience performance, contact center operations, Quality, or operational insights, including direct leadership roles.

• Strong knowledge of CX & WFM metrics, such as service level, ASA, handle time, forecast accuracy, staffing, productivity, shrinkage, schedule adherence, quality, and customer experience indicators.

• Demonstrated capability in data-driven insights and root-cause analysis, converting complex performance signals into business consequences, executive reports, and actionable plans.

• Experience with enterprise Workforce Management platforms (Verint preferred) and contemporary reporting/BI tools.

• Proven history of spearheading reporting automation projects.

• Exceptional written and verbal communication skills to distill complex information for senior leadership.

• Demonstrated ability to manage cross-functional stakeholder relationships effectively.

• Bachelor's degree in Business, Operations, Industrial Engineering, Analytics, Finance, or a related field.

• An advanced degree is preferred.

🏝️ Benefits

• Competitive Compensation: Salary and benefits are aligned with experience and industry standards.

• Flexible Work Options: Remote/hybrid arrangements that support work-life balance (role involves up to 20% travel).

• Comprehensive Healthcare & Retirement: Full health, wellness, and retirement plans are available.

• Paid Time Off: Generous paid time off and holiday schedule.

• Professional Growth: Opportunities for continuous learning and capability development within a global leader.