Senior Workforce Manager
Job Summary
Seeking a full-time Senior Workforce Manager to build and enhance workforce management architecture, focusing on volume forecasting and staffing models in a remote environment.
Key responsibilities
- Build and improve volume forecasts across various channels and contact types to achieve weekly MAPE targets
- Rebuild and manage the end-to-end staffing model, delivering a unified capacity plan that drives hiring and BPO ramp-ups
- Design and implement real-time adherence practices to meet service levels during high-volatility periods
Required qualifications
- 6+ years of experience in workforce management with a focus on time-series and multi-channel volumes
- Mastery of capacity planning and staffing math, including Erlang variants and FTE modeling
- High proficiency in SQL/BigQuery and expert-level spreadsheet modeling
- Experience with WFM software implementation and management
- Degree in Engineering, Finance, Economics, or a related quantitative field preferred
Complete Job Description
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