United States onlyResponsible for executing a comprehensive strategy to evolve our current WFM practices into a best-in-class function. You will lead a team of WFM professionals and collaborate closely with stakeholders across various departments, including Operations, Human Resources, and Technology, to implement cutting-edge solutions and optimize our workforce planning and execution. This role requires a strong understanding of WFM principles, exceptional leadership skills, and a passion for driving change and achieving measurable results.
Salary range: $92,596-120,374
Position Responsibilities may include, but not limited to
- Vision and Strategy Development: Help to develop and then execute on a strategic roadmap for the modernization and transformation of the WFM function, aligning with overall business objectives
- Technology Implementation and Optimization: Oversee the implementation and optimization of advanced WFM technologies and tools, including forecasting, scheduling, real-time adherence, and performance management systems
- Process Improvement and Standardization: Identify and implement opportunities to streamline and standardize WFM processes, ensuring efficiency, accuracy, and scalability
- Data Analysis and Reporting: Establish robust reporting mechanisms and utilize data analytics to identify trends, measure performance, and provide actionable insights to improve workforce planning and decision-making
- Team Leadership and Development: Lead, mentor, and develop a high-performing WFM team, fostering a culture of continuous improvement, collaboration, and accountability
- Stakeholder Management: Build strong relationships and collaborate effectively with key stakeholders across the organization to understand their needs and ensure WFM strategies support their objectives
- Change Management: Drive and manage change initiatives related to WFM transformation, ensuring effective communication, training, and adoption of new processes and technologies
- Budget Management: Develop and manage the WFM budget, ensuring resources are allocated effectively to support strategic initiatives
- Compliance and Best Practices: Stay abreast of industry best practices, regulatory requirements, and technological advancements in workforce management
Required Skills and Experience
- Bachelor's degree in Business Administration, Operations Management, or a related field
- 5 + years’ progressive experience in Workforce Management, with a significant portion in a leadership role, preferably in a contact center or similar environment
- Proven track record of successfully leading and implementing WFM modernization and transformation initiatives
- Deep understanding of WFM principles, methodologies, and best practices across forecasting, scheduling, real-time management, and performance analysis.
- Experience with Service Cloud Voice (from Salesforce) and various WFM and telephony software platforms and technologies
- Strong analytical and problem-solving skills with the ability to translate data into actionable insights
- Exceptional leadership, communication, and interpersonal skills with the ability to influence and collaborate effectively across all levels of the organization
- Demonstrated ability to drive change, manage complexity, and achieve results in a fast-paced environment
- Excellent project management skills with the ability to manage multiple priorities and deadlines
Preferred Skills and Experience
- Experience using workforce management in back-office operations
- Certifications in Workforce Management or related areas
- Experience with AI-powered WFM solutions
Physical Requirements
- Repetitive motions that include the wrists, hands and/or fingers
- Sedentary work that primarily involves sitting, remaining in a stationary position for prolonged periods
- Visual perception to perform job including peripheral vision, depth perception, and the ability to adjust focus
