Workforce Management Lead

Job Summary

Serving as the primary subject matter expert for workforce management strategy, the full-time Workforce Management Lead will drive capacity planning and forecasting initiatives, manage WFM analysts, and establish best practices to enhance operational efficiency in a remote environment.

Key Responsibilities

• Provide direction and oversight for WFM Analysts, ensuring quality and task prioritization
• Lead stakeholder partnerships and represent WFM in senior-level discussions to foster collaboration and continuous improvement
• Analyze workforce performance data to recommend improvements and optimize staffing models aligned with service level targets

Required Qualifications

• Bachelor's degree in business, Finance, Statistics, Operations Management, or a related field
• 5+ years of workforce management experience in a contact center environment
• Strong knowledge of Workforce Management practices, including managing omnichannel environments
• Proficiency in Microsoft Office, particularly Excel and PowerPoint
• Very strong analytical skills with an emphasis on forecasting