Senior Workforce Management Liaison

Job Summary

Partnering with operations and vendor teams, the full-time Senior Workforce Management Liaison will manage forecasts, staffing plans, schedules, and real-time management activities to meet service and financial goals in a remote environment.

Key responsibilities

• Develop and finalize locked forecasts and validate staffing plans against approved forecasts
• Support vendor teams in monitoring performance and managing service risks, ensuring adherence to operational requirements
• Serve as the primary liaison between Gainwell and vendors, facilitating workforce reviews and monitoring performance metrics

Required qualifications

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