Sr. Program Manager

This role will lead enterprise-wide workforce management transformation initiatives and drive measurable performance improvements. The ideal candidate will have 8-10+ years of experience in Workforce Management, Operations leadership, or Program Management, and advanced proficiency with WFM tools and analytics platforms.

Requirements

• Bachelor’s degree in Statistics, Mathematics, Business, or a related technical field, or equivalent experience.
• 8–10+ years of experience in Workforce Management, Operations leadership, or Program Management.
• Advanced proficiency with WFM tools and analytics platforms.
• Strong understanding of contact center operations and service delivery models.
• Proven experience leading WFM transformation and process optimization initiatives.
• Experience with CCaaS platforms (NICE IEX, Verint, CMS, Avaya) and technology integration.
• Expertise in change management, stakeholder engagement, and multi-vendor strategies.
• Familiarity with Lean, Six Sigma, or similar methodologies.
• 3rd party call center experience preferred.
• PMP certification preferred.