Senior Manager, Care Center Workforce Management
Truist
full-time
Posted on:
Location Type: Office
Location: Charlotte • North Carolina • Tennessee • United States
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Job Level
About the role
- 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
- 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
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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