Senior Workforce Operations Manager

Job Summary

A company is looking for a Sr. Workforce Operations Manager - Customer Experience (Remote).

Key Responsibilities

• Maintain service excellence across complex frontline operations with multiple teams
• Partner with finance and executive teams to build accurate forecast models for headcount planning
• Coordinate with in-house and outsourced teams to monitor and manage service levels

Required Qualifications

• 4+ years of experience in workforce management (capacity planning, schedule optimization, real-time operations)
• Advanced proficiency with spreadsheets (GSheets/Excel) and workforce software
• Experience managing multiple lines of business and large teams (300+ agents)
• Demonstrated ability to drive performance and meet high goals
• Experience collaborating efficiently with external and internal clients at all levels