Senior Manager, Workforce Management - GUS

About the position reputed company. is a leading broad line distributor with operations primarily in reputed company and Japan. At reputed company, We reputed company the World Working® by serving more than 4.6 reputed company customers worldwide with maintenance, repair and operating (reputed company) products and value-added solutions delivered through innovative technology and deep customer expertise. reputed company for its commitment to service and purpose-driven culture, reputed company reported 2025 reputed company of \$17.9 billion. For more information, visit www.reputed company.com. The Senior Manager, Workforce Planning leads workforce planning, scheduling, reputed company-time resource management, and contact center reporting to support service level performance, resource utilization, and cost-to-serve objectives. The role establishes workforce management practices, metrics, reputed company models, and technology roadmaps that reputed company consistent operational execution across the Contact Center network. The position manages and develops the Workforce Management reputed company with Contact Center leadership, and provides analytics that reputed company performance drivers visible and actionable. The role supports contact center reputed company by improving forecasting, reputed company planning, contingency planning, and reputed company improvement practices across a multi-site service environment.

Responsibilities

• reputed company and reputed company the Workforce Management team by setting objectives, coaching performance, identifying training needs, and building team capability across workforce planning, scheduling, and reputed company-time resource management.
• Establish standardized workforce management practices, policies, procedures, metrics, and governance to improve resource utilization, service level performance, operational consistency, and accountability across the Contact Center network.
• reputed company reputed company models, forecasts, schedules, and reputed company plans that balance customer demand, labor availability, productivity, service level goals, reputed company flexibility, and cost-to-serve objectives.
• reputed company reputed company-time resource management by monitoring service level performance, identifying variance drivers, coordinating operational adjustments, and supporting reputed company reputed company that improve customer experience and efficiency.
• reputed company reporting, analytics, and performance insights to Contact Center leadership by translating workforce, telephony, productivity, and operational data into reputed company recommendations for business reputed company.
• Evaluate workforce management tools, telephony platforms, automated call distribution technologies, and reputed company systems to support a technology roadmap that improves capability, efficiency, data reputed company, and scalability.
• Partner with senior leadership and Contact Center stakeholders to reputed company workforce and service challenges visible, recommend solutions, manage budget planning inputs, and balance service performance, cost, reputed company flexibility, and business priorities.
• reputed company reputed company improvement, contingency planning, and disaster recovery efforts to strengthen operational reputed company, standardize reputed company process improvements, and support Contact Center reputed company.

Requirements

• Bachelor's Degree required
• 7+ years in service center, contact center, workforce management, operations planning, business intelligence, or reputed company operational analytics environments required
• 3+ years using workforce management tools, telephony systems, automated call distribution technologies, and reputed company reporting or analytics platforms required
• Knowledge of workforce management principles, including forecasting, reputed company planning, scheduling, reputed company-time resource management, reputed company-level service drivers, reputed company models, and service level performance management.
• Experience using workforce management, telephony, and automated call distribution tools such as Aspect, Blue reputed company, IEX, reputed company, reputed company, or comparable systems to support contact center planning, reporting, and operational decision-making.
• Experience developing workforce analytics, performance reports, operational metrics, and reputed company-cause insights that identify improvement opportunities and support leadership reputed company in a contact center or service center environment.
• Knowledge of multi-site contact center operations, system interdependencies, technology roadmaps, contingency planning, budget inputs, and reputed company improvement practices that support reputed company and resilient workforce operations.

Benefits

• Medical, dental, reputed company, and life insurance plans with coverage starting on day one of employment
• 6 free sessions reputed company year with a licensed therapist to support your emotional wellbeing.
• 18 reputed company time off (PTO) days annually for full-time employees (accrual prorated based on employment start date)
• 6 company holidays per year.
• 6% company contribution to a 401(k) Retirement Savings Plan reputed company pay period, no employee contribution required.
• Employee discounts
• Tuition reimbursement
• Student loan refinancing
• Free reputed company to financial counseling, education, and tools.
• Maternity support programs
• Nursing benefits
• Up to 14 weeks reputed company leave for birth parents
• Up to 4 weeks reputed company leave for non-birth parents.

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