Senior Workforce Management Manager

Job Summary

A company is looking for a Senior Manager of Workforce Management.

Key Responsibilities

• Develop long-term capacity plans based on growth forecasts and seasonality
• Partner with Finance and HR to create hiring and staffing plans
• Track and report key metrics for operational efficiency and staffing strategies

Required Qualifications and Key Competencies

• 5+ years of experience in workforce management or support operations in a senior management role
• Proven expertise in forecasting, scheduling, and real-time management across multi-channel environments
• Hands-on experience with WFM and support systems such as Assembled or Zendesk
• Strong understanding of capacity modeling and service level optimization
• Bachelor's degree in Business Administration, Operations Management, or equivalent experience preferred