Job DescriptionNorth America Contact Center Shared Services is seeking a Workforce Management Lead, serving as the primary subject matter expert for WFM strategy, tooling, and operational excellence and day-to-day leadership. This role reports to the AVP, Data & Workforce Analytics Manager and is an individual contributor position. In this role you will drive cross-functional partnerships, lead complex capacity planning and forecasting initiatives, and establish best practices that elevate the performance of the broader WFM team.
Key Responsibilities:- Serve as the day-to-day functional lead for tenured WFM Analysts, providing direction, feedback, task prioritization, and quality oversight.
- Foster a culture of open communication, collaboration, accountability, continuous improvement, and data-driven decision-making.
- Serve as the WFM subject matter expert across multiple lines of business; lead stakeholder partnerships and represent WFM in senior-level discussions and cross-functional forums.
- Partner with AVP, Data & Workforce Analytics Manager to create detailed WFM procedures, best practices, identify and lead initiatives to streamline workforce processes, enhancements, and improve operational efficiency.
- Own and manage WFM key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.
- Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences.
- Translate forecasts into staffing models and capacity plans that align headcount with service level targets.
- Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes.
QualificationsRequired:
- Bachelor's degree in business, Finance, Statistics, Operations Management, or related field.
- 5+ years of workforce management experience in a contact center environment.
- Strong knowledge of Workforce Management practices including managing omnichannel environments (voice, chat, email, and/or back-office queues).
- Strong written and verbal communication skills with the ability to present complex data and strategies to executive leadership.
- Proficient in Microsoft Office, especially Excel and PowerPoint.
- Very strong analytical skills, with emphasis on forecasting
- Experienced in complex problem-solving, judgment, critical thinking and decision-making
- Strong planning, time management and organizational skills
- Strong understanding of key contact center performance metrics, such as service level, AHT, adherence, etc.
Strongly Preferred:
- Experience utilizing Workforce Management software, specifically NICE CXone.
A Plus:
- Exposure to automation or advanced forecasting analytics (Python, R, or similar).
- Exposure to AI-enabled tools or emerging technologies that support workforce optimization, analytics, or process improvement.
