This role is responsible for building workforce plans that support our day‑to‑day operations.
It includes forecasting, staffing plans, schedule development, and performance analysis, with close partnership across Operations, Systems, and our vendors to keep service on track.

Requirements

Experience with WFM platforms such as: Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc.
Experience with multi-site and/or vendor/BPO operations (and managing different shrinkage patterns)
Experience supporting multi-skill routing and queue/skill strategy
Knowledge of intraday management practices and real-time levers (OT, VTO, reassignments, skill changes)
Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages, billing cycles, weather)
SQL, Power BI/Tableau, or data modeling skills
Experience building standard work, playbooks, governance routines, and reporting automation
Exposure to labor rules / union environment (if relevant), timekeeping systems, and policy constraints
Experience coaching/mentoring and driving adoption of WFM best practices

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLPower BITableaudata modelingcapacity planningperformance analysisforecastingstaffing plansschedule developmentreporting automation

Soft Skills

coachingmentoringcommunicationcollaborationleadership