Senior Manager, Workforce Management

As a Senior Manager Workforce Management, you provide leadership and oversight across multiple Workforce Management teams, ensuring alignment with organizational objectives and driving operational excellence. By collaborating with senior stakeholders, you influence decision-making and ensure the Workforce Management (WFM) function delivers maximum value to the business. You manage the performance, drive engagement, and foster development of WFM leaders, while ensuring the implementation of best practices and innovative solutions.

• Define and execute the departamental plans in alignment with Workforce Management strategy and client requirements
• Oversee the end to end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy
• Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement
• Act as the primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions
• Manage escalations, resolve complex challenges, and provide guidance on critical decision-making
• Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution
• Lead the implementation of new tools, technologies, policies, procedures and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals
• Collaborate with cross-functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes
• Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency
• Lead and mentor WFM managers and their teams, ensuring a high performance culture and continuous professional growth

Qualifications:

• 7+ years of experience in workforce management, with at least 3 years in a senior leadership role
• Proven track record in driving large-scale WFM initiatives and process improvements
• Bachelor's degree in business, management, or a related field (or equivalent experience); advanced degrees preferred
• B2+ oral and written English