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Contact Center Workforce Senior Manager

Job Summary:

The Senior Manager, Workforce Management provides strategic and operational leadership for large-scale, complex U.S. accounts. This role owns end-to-end 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.
• Bachelor's 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

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!