Overview
As the Senior Manager of Workforce Management for Product Support, you will occupy a pivotal leadership role responsible for driving the strategic vision and operational execution of workforce planning and management within a high-performing product support environment. Your mission will be to harness advanced workforce analytics, streamline resource allocation, and ensure the seamless alignment of personnel with dynamic business needs, all while championing a culture of operational excellence and customer-centricity.
This role demands a forward-thinking, data-savvy leader who can seamlessly integrate strategic foresight with day-to-day execution, enabling the organization to consistently meet and exceed service-level agreements (SLAs) while maintaining cost efficiency and scalability.
Responsibilities
Strategic Workforce Optimization
- Architect and implement sophisticated workforce management strategies that align with both immediate operational demands and long-term organizational growth objectives.
- Forecast workforce requirements using predictive analytics, ensuring optimal staffing across multi-channel product support functions.
- Anticipate future trends in workload dynamics and proactively adjust capacity planning frameworks to accommodate evolving business landscapes.
Data-Driven Leadership & Performance Excellence
- Leverage advanced data analytics to identify actionable insights, refine operational efficiencies, and drive measurable improvements in service delivery.
- Develop and maintain performance dashboards that provide real-time visibility into workforce utilization and adherence to SLAs.
- Foster a results-oriented culture through meticulous evaluation of key performance indicators (KPIs) and implementation of targeted interventions.
Cross-Functional Collaboration & Team Empowerment
- Serve as a strategic partner to senior leadership, product support teams, and other functional units to ensure a unified approach to workforce strategy.
- Inspire, mentor, and lead a high-caliber team of workforce management professionals, promoting innovation and professional growth.
- Cultivate partnerships with technology and operational teams to optimize workforce management platforms and identify process enhancement opportunities.
Continuous Innovation & Process Transformation
- Spearhead initiatives to streamline workforce operations through automation, advanced scheduling solutions, and intelligent workload distribution.
- Stay at the forefront of industry trends and workforce management methodologies to ensure the organization remains an agile and competitive leader.
- Translate complex workforce data into compelling narratives that inform executive decision-making and strategic planning.
Qualifications
Required:
- A minimum of 4 - 6 years of progressive experience in workforce management within a complex, high-volume support environment, with at least 3 years in a senior leadership capacity.
- Demonstrated success in implementing workforce optimization strategies that result in enhanced customer satisfaction and operational efficiency.
- Bachelor's degree in Business Management, Finance, Operations Research, Business Strategy, Data Analytics, or a related discipline; an MBA or equivalent advanced degree is preferred.
Knowledge/Skills/Abilities
Required:
- Mastery of workforce management platforms (e.g., NICE, Verint, or comparable tools).
- Proficient in leveraging advanced analytics tools such as Tableau, Power BI, or other business intelligence systems.
- Familiarity with CRM systems and multi-channel support frameworks is highly advantageous.
Key Competencies
- Exceptional analytical acumen, with the ability to translate data into impactful strategies.
- Proven leadership and team-building capabilities with a track record of inspiring high performance.
- Superior communication, negotiation, and stakeholder management skills.
