Workforce Management Manager

Job Summary

A company is looking for a Manager, Workforce Management.

Key Responsibilities

• Drive the strategic agenda for the global contact center network, focusing on best practices and workforce planning frameworks
• Lead and develop WFM analysts in forecasting, scheduling, reporting, and real-time management
• Oversee multi-site operations and collaborate cross-functionally to define working processes and drive accountability

Required Qualifications

• 5+ years of experience in workforce management (forecasting, capacity planning, real-time management, scheduling)
• Experience with Salesforce Omnichannel and Zoom Contact Center; Assembled preferred
• 2+ years of people leadership experience, preferably in a remote setting
• Strong understanding of contact center metrics
• Bachelor's Degree in Business, Information Technology, or equivalent experience