Contact Center Workforce Senior Manager
Job Summary:
The Senior Manager, Workforce Management provides strategic and operational leadership for largescale, complex U.S. accounts. This role owns endtoend workforce strategy across multiple programs, ensuring forecasting accuracy, staffing optimization, service level attainment, and strong client partnership. The role serves as a senior stakeholder interface, driving consistency, governance, and continuous improvement across workforce operations.
Essential Duties & Responsibilities:
- Manages WFM personnel (2 3 direct reports)
- Administers setup and utilization of WFM software and reporting tools
- Administer communication to and from Operations and other support departments
- Collects, analyzes and reports historical center performance statistics
- Manages long-term forecast / staff plan and lead monthly staff plan / budget meeting
- Works with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
- Works with training and operations to coordinate multi-skill training for existing agents
- Oversees workload forecasting
- Oversees scheduling philosophy of schedule assignments
- Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and undertime
- Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
- Responsible for maximizing efficiency and occupancy while meeting service objectives
- Oversees analysis and reporting of employee performance including schedule adherence
- Recognizes and recommends operational and support improvements
- Performs other duties that may be assigned by the Department Head and/or its representatives
Competencies:
Functional
- Planning and Strategy
- Staffing and Scheduling
Core
- Customer Focus
- Quality Orientation
- Results Achievement
- Schedule Adherence
- Teamwork
- Verbal and Written Communication
- Attention to Detail
- Adaptability
- Professionalism
- Organizational Understanding
Managerial
- Decision Making
- Performance Management
- Change Leadership
- Coaching
- Collaborative Leadership
- Conflict Management
- Influence
- Team Leadership
Education & Experience:
- At least 2 years of experience in Workforce Management role, 1 year of which is in a managerial capacity.
- Bachelors Degree preferred
- Knowledgeable in CMS, Blue Pumpkin Activity Manager, IEX, and any other WFM related tools used for monitoring and data capture
- Good understanding of business financials
- Ability to handle multiple projects and meet aggressive timelines
