Senior Manager – Workforce Management

Job Overview

We are looking for an experienced Senior Manager - Workforce Management to lead end-to-end workforce management operations within a contact center environment. The role is responsible for forecasting, scheduling, capacity planning, reporting, analytics, and driving operational efficiency across the business.

Key Responsibilities

• Lead workforce management functions including forecasting, scheduling, real-time management, and reporting
• Partner with Operations and stakeholders to align staffing requirements with business demands
• Drive data-driven decision-making through reporting and analytics
• Monitor service levels, staffing efficiency, and operational performance metrics
• Lead, mentor, and develop workforce management teams
• Implement process improvements to optimize workforce planning and service delivery
• Manage workforce governance and ensure operational compliance

Requi...