Lead the development and execution of Workforce Management strategies that support business goals over a 1–2 year planning horizon.
Translate demand forecasts, growth plans, and channel strategy into actionable staffing and capacity plans.
Serve as the primary operational owner of WFM tools (e.g., Assembled, NICE, Verint), driving configuration, optimization, and continuous improvement.
Integrate WFM systems with CRM, Quality, and AI-enabled tools to improve forecasting accuracy and operational visibility.
Manage vendor relationships and ensure strong governance, accountability, and performance from external partners. Develop and maintain accurate forecasting models across voice, chat, email, and emerging digital channels.
Build capacity plans and scenario models to anticipate changes in demand, seasonality, and operational risk.
Design and maintain dashboards and reporting that surface insights, risks, and opportunities to support leadership decision-making.
Partner with Finance to align workforce models with budget, cost targets, and productivity expectations.
Establish and refine best practices for scheduling, intraday management, and real-time workforce adjustments.
Collaborate with Customer Happiness leaders to improve service level attainment, occupancy, and efficiency metrics such as AHT.
Implement governance processes to monitor forecast accuracy, staffing adherence, and operational performance.
Lead continuous improvement initiatives, identifying opportunities for automation, simplification, and process optimization.
Act as a trusted partner to cross-functional stakeholders, providing data-driven insights and recommendations to inform decisions.
Represent the WFM function in cross-functional planning forums and operational reviews.

Requirements

7+ years of progressive Workforce Management experience, including managing vendor partner teams within global, multilingual, and multi-region operations.
Deep hands-on expertise implementing and optimizing Workforce Management systems such as Teleopti, Calabrio, Assembled, and Genesys, and integrating them with CRM, telephony, chat, SMS, and Quality systems (e.g., AWS, Zendesk, Genesys, Sierra, Gladly).
Proven success driving channel-mix transformation, evolving from email to chat, SMS, and AI-enabled support models (such as Sierra).
Advanced proficiency in Excel, Google Sheets, and reporting platforms such as Tableau and Looker.
Strong analytical, financial, and operational acumen—able to translate data into strategic decisions.
Demonstrated experience leading technology-enabled transformation and process optimization.
Skilled in capacity planning, demand forecasting, and resource modeling.
Excellent communication and stakeholder management skills, with the ability to influence across functions and levels.

Benefits

Competitive compensation and performance-based incentive plans.
A 100% remote working environment (excluding Laboratory positions), which has been implemented from day one.
A strong company culture that is enforced through the hiring process to ensure values alignment and a highly collaborative team.
A mission-driven approach to everything that we do, with an overall goal to significantly improve our customers’ health and wellness.
A high-growth, dynamic environment with opportunities for your direct impact to be felt.
Paid holidays, company-wide reset and reflect days, and unlimited PTO (based on your country of residence).
In-person team meetups for optimal collaboration, team building and accelerating productivity.
A work environment and culture that is based on high performance, productivity and continuous improvement.
The opportunity to work with passionate, high-growth, business-minded colleagues who bring their all to our mission each and every day.
Access to AG1 products and branded swag.
Monthly telecom stipend to offset some of the costs of home internet/wifi for eligible team members.
All other benefits and insurances as required by law, based on your specific country of residence.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Workforce Managementcapacity planningdemand forecastingresource modelingprocess optimizationdata analysisforecasting modelsautomationschedulingreal-time workforce adjustments

Soft Skills

analytical skillsfinancial acumenoperational acumencommunication skillsstakeholder managementinfluencing skillscollaborationleadershipcontinuous improvementstrategic decision-making