Workforce Management Manager

A company is looking for a Manager, Workforce Management.

Key Responsibilities

Lead the CX workforce management function, including forecasting, scheduling, and capacity planning

Manage a team of WFM analysts for real-time performance monitoring and adherence across CX channels

Develop forecasting models and own workforce reporting to inform leadership decisions

Required Qualifications

6+ years of experience in Workforce Management, CX Operations, or Business Planning, with at least 2 years in a leadership role

Deep understanding of contact center operations, including forecasting and scheduling

Hands-on experience with WFM tools and reporting platforms

Proven success in influencing cross-functional teams in a high-growth environment

Experience managing vendor capacity or outsourcing relationships at scale