Senior Workforce Management Liaison

Job Summary

To support vendor partnerships and operational efficiency, the remote Senior Workforce Management Liaison will manage forecasts, staffing plans, schedules, and real-time management activities while serving as the primary contact for assigned vendors.

Key responsibilities

• Develop and finalize locked forecasts in collaboration with vendor and internal teams
• Monitor intraday performance, manage service risks, and drive corrective actions as needed
• Facilitate workforce reviews and ensure vendors meet Gainwell's performance expectations

Required qualifications

• Bachelor's degree or equivalent combination of education and experience
• 3+ years of experience in workforce management, contact center operations, or capacity planning
• Experience in outsourced, vendor, or BPO service environments
• Strong knowledge of Verint workforce management capabilities and operational reporting
• Experience in hybrid U.S./global delivery models or cross-functional operational environments