Senior Manager, Workforce Management

Job Summary

A company is looking for a Sr. Manager, Workforce Management & Quality.

Key Responsibilities

• Build and maintain accurate demand forecasts and capacity models
• Directly manage Service Team Leads and ensure floor discipline and performance benchmarks
• Own and evolve the QA rubric and implement calibration processes for scoring consistency

Required Qualifications

• 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership
• Proven ownership of forecasting, capacity planning, and QA functions at scale
• Experience managing frontline leaders in high-volume environments
• Strong analytical skills with experience in building operational dashboards and reporting
• Deep familiarity with Zendesk and Twilio Flex preferred