Key Responsibilities

Workforce Strategy & Planning

• Develop and execute enterprise-wide workforce management strategies aligned with business goals and service level targets.
• Own long-term capacity planning includes budget modeling, hiring plans, and scenario analysis.
• Partner with Sales, Finance and Operations to align staffing plans with financial forecasts and growth projections.

Forecasting & Capacity Modeling

• Lead short-term and long-term forecasting across multiple channels.
• Build and continuously refine forecasting models using historical data, trends, and business drivers.
• Conduct scenario planning to support peak periods, seasonality, and business changes.

Headcount & Staffing Optimization

• Oversee headcount planning, ensuring optimal staffing levels to meet SLAs while controlling labor costs.
• Analyze staffing gaps, shrinkage, and attrition trends to proactively adjust hiring and scheduling strategies.

Drive continuous improvement in workforce efficiency and utilization.

• Scheduling & Real-Time Management
• Ensure effective scheduling practices that balance service levels, agent experience, and operational constraints.
• Oversee real-time adherence, intraday performance, and contingency planning.
• Implement tools and processes to improve real-time decision-making.

People Leadership & Team Development

• Lead, mentor, and develop a team of WFM managers, analysts, and schedulers.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Establish clear KPIs and development plans for team members.

Technology & Process Optimization

• Own and optimize WFM systems (e.g., NICE, Verint, Genesys, etc.).
• Drive automation, reporting enhancements, and process improvements.
• Ensure data integrity and reporting accuracy across all WFM functions.

Cross-Functional Collaboration

• Partner closely with Operations, HR, Finance, and IT to align workforce strategies with business needs.
• Provide insights and recommendations to senior leadership on staffing, performance, and operational risks.

Key Qualifications

• 8–12+ years of workforce management experience in a high-volume contact center environment.
• 3–5+ years in a leadership role managing WFM teams.
• Proven expertise in forecasting, capacity planning, and headcount modeling.
• Strong analytical skills with experience using WFM tools and data visualization platforms.
• Deep understanding of contact center metrics (e.g., service level, AHT, occupancy, shrinkage).
• Experience managing multi-channel and/or global contact center operations preferred.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor’s degree required; advanced degree or certifications (e.g., Six Sigma, WFM certifications) preferred.

Key Competencies

• Strategic thinking and problem-solving
• Data-driven decision-making
• Leadership and team development
• Operational excellence
• Change management
• Cross-functional influence

Success Metrics

• Achievement of service level and response time targets
• Forecast accuracy and schedule efficiency
• Labor cost optimization
• Employee engagement and retention within WFM team
• Continuous improvement in operational KPIs