Job Summary
Supervises Workforce Management activities to optimize staffing, service levels, and operational performance.
Key Responsibilities
- Oversee forecasting, scheduling, and real-time workforce management.
- Monitor staffing, attendance, service levels, and performance.
- Analyze WFM reports and recommend staffing adjustments.
- Partner with Operations to address workforce requirements.
- Coach and support Workforce Analysts.
- Drive process improvements and workforce efficiency.
Qualifications
- Bachelor's degree in any field.
- 3+ years of WFM experience, with leadership experience preferred.
- Strong knowledge of forecasting, scheduling, and real-time management.
- Experience with NICE IEX, Verint, Genesys, or similar WFM tools.
- Strong analytical and communication skills.
