Job Summary

A leading global digital sports platform is in need of a Remote Workforce Optimization Director.

Core Responsibilities of this position include:

• Developing WFM models and forecasts, and recommending daily and weekly WFM strategies
• Driving consistent best practices for scheduling, adherence, and real-time management
• Deploying resources to optimally support anticipated workloads for all business products

Required Skills:

• Bachelor’s degree or equivalent
• 7+ years experience working in a service center environment
• 5-7 years in the WFM field, including forecasting, scheduling, reporting, and real-time management
• Current knowledge of service center best practices, centers of excellence, and up to date KPIs
• Ability to take the lead in managing a multi-vendor, multiple-location agent workforce of +/-500FTEs
• Expertise with WFM metrics and service levers