Position listed on behalf of a partner company managing applications and next steps.
Fully remote opportunity based in the United States.
Responsibilities
Define enterprise workforce strategy for contact center operations, aligning staffing, capacity planning, and service-level targets with business priorities.
Oversee long-range and annual planning, including demand forecasting, hiring requirements, and budget inputs.
Develop and govern standardized workforce management policies, methodologies, performance metrics, and reporting frameworks (forecast accuracy, schedule adherence, occupancy, service levels).
Lead workforce planning functions spanning capacity planning, forecasting, scheduling, and real-time performance management; coach and develop team leaders and analysts.
Partner with operations, sales, finance, HR, and external vendor partners to align staffing strategies.
Lead the roadmap for workforce management platforms and related technologies, including AI-enabled capabilities, telephony routing, and reporting solutions.
Translate complex workforce data into actionable recommendations through dashboards, performance reviews, and executive presentations.
Requirements
Bachelor's degree in business, operations management, mathematics, statistics, finance, industrial engineering, or related field.
At least 10 years of experience in workforce management, contact center operations, or closely related discipline, including minimum 5 years in people leadership roles.
Demonstrated experience leading large-scale enterprise workforce planning, forecasting, and scheduling in high-volume, multi-channel environments, including collaboration with BPO partners.
Proven ability to leverage data, analytics, and performance metrics to improve forecasting accuracy and optimize staffing.
Working knowledge of workforce management platforms such as Aspect, Genesys, or NICE, along with telephony, routing, CRM, and reporting tools.
Strong experience leading, coaching, and developing managers and specialist teams.
Excellent executive communication, influence, business and financial acumen, change management, and problem-solving skills.