Workforce Management & Insights Manager

Responsibilities: Own workforce management processes and tools, including forecasting, scheduling, reporting, and analysis. Develop capacity plans using Erlang to support optimal staffing and service delivery. Lead, mentor, and develop a team of Workforce Management Specialists. Create metrics, reports, and dashboards to measure WFM performance and identify improvement opportunities. Partner with cross-functional teams on workforce management practices, scheduling, and special projects. Ensure workforce management processes meet compliance and security standards.

Requirements: At least 6 years of workforce management experience, including a minimum of 3 years leading WFM teams. Experience in an omnichannel contact center, across inbound and outbound customer interactions. Strong knowledge of workforce management principles, critical thinking, organization, and communication skills. Proficiency with workforce management software such as Calabrio, NICE IEX, Verint, or Aspect. Ability to lead and collaborate with cross-functional teams. Lean Six Sigma Black Belt, PMP, COPC, or Customer Experience certifications are preferred.