Manager, Workforce Management

Job Summary

Manager, Workforce Management, is responsible for designing and improving Scheduling and Real-Time Adherence processes in a full-time remote role, ensuring service performance and achieving operational targets.

Key Responsibilities

• Establish and enforce enterprise-wide Scheduling and RTA standards and operating models
• Lead a U.S. Scheduling/RTA team while partnering with global leadership to enhance execution quality
• Identify performance gaps and implement improvements in governance and operational routines

Required Qualifications

• 6+ years of workforce management experience with expertise in Scheduling and Real-Time Adherence
• Proven experience in establishing WFM standards and governance
• Strong understanding of intraday management and performance drivers
• Experience in hybrid U.S./global delivery models
• Hands-on experience with enterprise WFM platforms (Verint preferred)