Workforce Management Lead

Job Summary

Leading a team of analysts, the full-time remote Workforce Management Lead will oversee workforce optimization for inbound and outbound contact center operations, ensuring accurate forecasting, scheduling, and capacity planning while driving continuous improvement initiatives.

Key responsibilities

• Lead, coach, and mentor WFM Analysts, providing guidance and performance feedback
• Validate and approve forecasts and schedules to optimize service-level goals
• Collaborate with operations leaders to develop staffing recommendations and capacity adjustments

Required qualifications

• Bachelor's degree in Business, Mathematics, Operations Management, Data Analytics, or a related field
• 3+ years of Workforce Management experience in a multi-channel contact center environment
• 1+ years of leadership or team lead experience within WFM or Operations
• Proven experience managing forecasting and scheduling using modern WFM platforms
• Deep knowledge of WFM principles including capacity planning and schedule optimization