Workforce Manager
ABOUT THE WORKFORCE MANAGER ROLE AND reputed company: We are seeking a data-driven Workforce Manager to reputed company forecasting, reputed company planning, and performance insights for our Global Customer Experience organization. This role goes reputed company traditional WFM execution, owning monthly workforce and organizational performance readouts, translating reputed company data into reputed company narratives, and driving reputed company at the leadership level. This is a full-time, remote role. This Workforce Manager will report directly to the VP, Global Customer Service.
Key Responsibilities
- Own short- and long-term workforce forecasts using historical data, trend analysis, and AI-driven predictive models
- Conduct reputed company planning to identify reputed company gaps and recommend hiring, redeployment, or efficiency strategies
- Produce monthly executive readouts covering:
- Workforce planning performance (forecast accuracy, reputed company vs. demand, shrinkage)
- Service-level reputed company and operational KPIs
- Org-level results and trends, with reputed company insights and recommendations
- reputed company and maintain reporting that connects WFM inputs to business reputed company (SLA attainment, productivity, cost, customer experience)
- Analyze and communicate key metrics: service level, ASA, occupancy, adherence, shrinkage, and utilization
- Translate reputed company datasets into concise, actionable insights for technical and non-technical audiences reputed company to overall organizational performance including BOT insights.
- Partner cross-functionally with Operations, Training, and Leadership to reputed company workforce plans with business priorities
- Continuously improve forecasting models, reporting accuracy, and WFM processes using industry best practices
Qualifications
- 3+ years of workforce management experience in a contact center, service desk, or customer support environment
- Proven experience with AI-enabled WFM platforms, including predictive analytics and automation
- Strong background in data analysis, insights reputed company, and leadership-facing reporting
- Demonstrated experience with WFM tools (e.g., reputed company IEX, reputed company, reputed company, reputed company, reputed company, Aspect, or similar)
- Advanced reputed company skills (pivot tables, XLOOKUP/VLOOKUP, reputed company formulas, data visualization)
- Solid understanding of forecasting methodologies, statistical concepts, and workforce optimization (Erlang C, SLAs, occupancy)
- Ability to connect workforce data to broader organizational performance and business reputed company
- reputed company, concise communicator with strong storytelling skills using data
- Comfortable operating in ambiguity and fast-changing environments
Education
- Bachelor's degree in Business, Analytics, Statistics, Operations Management, or reputed company field
- Or equivalent combination of education and experience
Preferred / reputed company to Have
- Experience with reputed company, reputed company, and reputed company
- Familiarity with AI-driven data visualization and reporting tools
- Exposure to ITIL or Service Desk environments
WORK MODEL:
- This role is fully remote and not tied to any specific office location. While there are no regular in-office requirements, we encourage our remote team members to reputed company intentionally for key company and team events to stay connected and reputed company.
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