Senior Workforce Manager

Job Summary

A company is looking for a Senior Manager, Workforce.

Key Responsibilities

• Own end-to-end workforce strategy and execution for Support, including forecasting, modeling, staffing, scheduling, and compliance
• Lead and develop a team of workforce analysts and specialists, providing coaching and mentorship
• Partner cross-functionally to optimize WFM tools, processes, and policies, while serving as the workforce subject-matter expert

Required Qualifications

• 7+ years of experience in Workforce Management, including forecasting and scheduling for customer support teams
• 5+ years of experience in a people management role, managing a remote distributed team
• Experience with WFM tools and a deep understanding of their technological setup
• Experience working with BPO organizations to deliver customer support operations
• Excellent data modeling and analysis skills