Manager Workforce Management

Job Summary

To enhance service performance and achieve operational targets, the remote Manager, Workforce Management will design and govern Scheduling and Real-Time Adherence (RTA) standards while leading a U.S. team and collaborating with global partners.

Key responsibilities

• Establish and enforce enterprise-wide Scheduling and RTA standards and operating models for consistent performance
• Lead the U.S. Scheduling/RTA team and partner with global leadership to elevate execution quality and accountability
• Identify performance gaps and implement improvements in standards, playbooks, and operating routines

Required qualifications

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