Senior Manager, Care Center Workforce Management

Truist

Senior Manager for Care Center Workforce Management at Truist leading strategy and governance. Overseeing performance and enhancing client experience at scale across various locations.

Posted 4/16/2026full-timeCharlotte • North Carolina, Tennessee, Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Leads and is accountable for workforce management strategy, performance, and governance across Truist Care Centers
Oversees workforce planning, forecasting, capacity management, and intraday performance for Care Center operations
Establishes and enforces enterprise workforce management standards, controls, and policies
Partners closely with Care Center Directors to influence execution of organizational change
Ensures sustained service level performance across Care Center operations
Directs intraday performance management during demand volatility, incidents, and high‑impact events
Establishes workforce management policies governing forecasting, staffing, attendance, time off, and intraday controls
Provides executive‑level reporting on performance trends, risks, and tradeoffs

Requirements

What you’ll need

Bachelor’s degree in Business or a related field, or equivalent relevant experience
Ten years of experience in workforce management and or large‑scale contact center operations
Demonstrated accountability for workforce performance impacting significant client populations and enterprise outcomes
Proven experience establishing enterprise standards, controls, and policies
Demonstrated ability to influence and align senior leaders through insights‑driven communication and clear decision framing
Experience partnering with technology teams to shape application strategy and improve data quality
Strong executive presence with the ability to make and defend high‑impact decisions while supporting collaboration and continuous improvement
Strong written and verbal communication skills, including executive‑level reporting

Benefits

Comp & perks

Medical, dental, vision, life insurance
Disability
Accidental death and dismemberment
Tax-preferred savings accounts
401k plan
No less than 10 days of vacation
10 sick days
Paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce managementcapacity managementforecastingperformance managementdata quality improvementreportingpolicy establishmentcontrols enforcementorganizational change executionclient population impact

Soft Skills

influencing senior leadersinsights-driven communicationdecision framingcollaborationcontinuous improvementexecutive presenceaccountabilitywritten communicationverbal communicationhigh-impact decision making

Certifications

Bachelor’s degree in Business