Senior Manager of Workforce Planning

Job Summary

To enhance operational efficiency, the full-time Senior Manager of Workforce Planning will oversee staffing optimization, monitor service levels, and analyze performance data while working remotely within the United States.

Key responsibilities

• Manage workforce scheduling and capacity planning to align employee schedules with forecasted demand
• Partner with teams to monitor service levels and implement contingency plans during peak times
• Lead and mentor a workforce operations team, fostering a culture of continuous improvement and accountability

Required qualifications

• 10+ years of experience in workforce management or operations management roles within global contact centers
• Deep functional expertise in contact center operations, employee scheduling, and process optimization
• Proficiency in workforce management software and tools, with knowledge of industry best practices
• Strong analytical skills with a proven ability to interpret complex data for business decision-making
• Exceptional leadership skills with experience in building and leading high-performing teams