Overview In this role, you will lead the Workforce Management function to align staffing with customer demand and business priorities. You'll drive forecasting, capacity planning, scheduling, and real-time operations to boost service quality and efficiency. You will lead a cross-functional team, translate data into actionable insights, and optimize WFM tech like Genesys Cloud. This position offers impact across servicing functions and a path to shape transformation and continuous improvement.
Responsibilities- Develop and execute workforce strategies including forecasting, capacity planning, staffing models, and resource allocation aligned with demand and objectives
- Oversee scheduling, real-time operations, workforce optimization, and performance monitoring to meet service and productivity goals
- Analyze workforce trends, forecasts, workload drivers, and metrics to identify risks and staffing recommendations
- Manage outbound workforce planning and dialer strategies to support outbound operations
- Partner with business leaders to balance customer experience, employee engagement, compliance, efficiency, and financial goals
- Lead workforce reporting, analytics, and executive presentations translating data into actionable insights
- Oversee administration and optimization of WFM technologies (Genesys Cloud) to ensure alignment with needs
- Manage, coach, and develop WFM team members and foster accountability and continuous improvement
- Collaborate with Operations, Training, Quality, HR, Technology, and other stakeholders on strategic initiatives
- Perform other duties supporting transformation, operational excellence, and optimization goals
Key requirements- Minimum five years in workforce management, forecasting, capacity planning, contact center operations, or related analytics
- Minimum two years of leadership or people management experience
- Experience developing staffing strategies, capacity plans, and resource allocation in multi-channel customer service or operational environments
- Advanced knowledge of WFM principles, forecasting, scheduling, service level management, and real-time support
- Experience analyzing workforce data to identify trends and inform strategic decisions
- Advanced proficiency with WFM technologies (Genesys Cloud WFM or comparable) and Microsoft Excel
- Proven ability to lead cross-functional partnerships, manage priorities, and support continuity and organizational change
- leadership
- cross-functional collaboration
- analytical thinking
- Genesys Cloud WFM
- Microsoft Excel
- Power BI
