Operate at the command center of the business—driving service performance across omnichannel environments.
Direct the continuous monitoring of Service Levels across Inbound Voice, Email, and Chat.
Drive immediate FTE adjustments and agent blending strategies based on real-time volume variance.
Direct the response to Service Level failures by initiating and leading huddles.
Serve as the authoritative lead for tracking, reporting, and mitigating system outages.
Own the end-to-end Shift Bidding process and analyze historical data for optimization.
Partner closely with Forecasting and Capacity Planning teams to provide tactical insights.
Supervise the Client Systems Access team to ensure zero-latency provisioning.

Requirements

Minimum 2+ years of direct people management experience in a high-volume WFM or operations environment.
4+ years of professional experience in Workforce Management with a comprehensive understanding of Omnichannel Erlang-C principles, Concurrency, and Shrinkage.
Advanced proficiency in Calabrio WFM (or similar enterprise systems) and Cisco contact center solutions (Finesse, CUCM).
Expert ability to interpret complex data via Tableau or similar BI tools to drive forward-thinking recommendations.

Benefits

Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
Up to 16 weeks of fully paid parental leave and a baby stipend.
Multiple medical plan options with mental health and wellness support offerings.
401(k) with company match and vesting after one year.
$400 annual well-being stipend and tuition assistance up to $5,250.
Recognition Rewards, Referral bonuses, exclusive discounts and more!

Applicant Tracking System Keywords

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

Hard Skills & Tools

Workforce ManagementErlang-C principlesConcurrencyShrinkagedata analysisperformance optimizationreal-time volume varianceservice level monitoringshift bidding processsystem outage mitigation

Soft Skills

people managementleadershiptactical insightscommunicationcollaborationproblem-solvinganalytical thinkingdecision-makingteam supervisionstrategic planning