Product Manager, Agentic Forecasting, Workforce Intelligence

Crescendo

Product Manager specializing in AI-native workforce management solutions for Crescendo. Collaborating with global teams to innovate customer experience operations through advanced forecasting and resource allocation.

Posted 6/28/2026full-timeRemote • 🌎 Anywhere in the WorldMid-LevelSenior💰 $150,000 - $250,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Workforce Management, including capacity planning and forecasting in contact center environments. Proficient in designing staffing models and implementing WFM platforms to optimize operational efficiency.

Highest-signal resume keywords

Workforce Management ExperienceCapacity Planning in CC/BPO EnvironmentsErlang-Based Staffing LogicForecasting WorkflowsWFM Platform Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Forecasting AutomationStaffing Model DesignDynamic Queue BalancingOperational Decision MakingCross-Program Capacity Allocation

Soft Skills

Agentic Self-Improvement

Tools & Technologies

NICEVerintGenesysCalabrioAspect

Industry Keywords

Contact CenterBPOIntraday PlanningLong-Range Forecasting

Tech Stack

Tools & technologies

Erlang

About the role

Key responsibilities & impact

Forecasting automation: Build automated volume forecasting from Crescendo operational datasets.
Translate forecasts into staffing and headcount requirements.
Improve forecast accuracy through agentic self-improvement.
Design staffing logic supporting shared associates across partner programs.
Model cross-program capacity allocation.
Enable dynamic queue balancing across workloads.
Define how forecasts drive operational decisions inside Crescendo.
Build AI-first workforce planning workflows.

Requirements

What you’ll need

Direct Workforce Management experience is required.
Supporting capacity planning in CC / BPO environments.
Working with Erlang-based staffing logic.
Designing staffing models across queues or programs.
Supporting intraday planning or long-range forecasting workflows.
Implementing or integrating WFM platforms.
Experience with systems such as NICE, Verint, Genesys, Calabrio, Aspect or equivalent WFM environments.

Benefits

Comp & perks

Earn competitive pay while building a career with endless opportunities.
Enjoy remote work with the focus and flexibility to do your best work.
Grow in an environment that rewards ambition and sharp execution.
Thrive in a team environment where collaboration is the foundation of your success.
Be part of a people-first, values-driven organization.
Work with innovative global partners and diverse teams.