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Manager, Workforce Management
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- As a WFM subject matter expert, you will provide input on decisions that impact contact center KPIs (i.e., volume, AHT, ASA, etc.)
- Direct the team through standing up WFM support for new lines of business, new products, or channels of support (such as Outbound Collections or Chat).
- Run prewritten SQL scripts in GCP Big Query to evaluate work of WFM Team within the system and run existing Tableau reports and evaluate the performance of the business.
- About You Bachelor's degree (preferably in Mathematics, Statistics, Finance, Economics, Supply Chain, or Business fields of study) and a minimum of 2 years of experience in a relevant role (Project management, WFM, capacity planning, or similar), or equivalent experience.
- Deep understanding of Workforce Management as a discipline, and how KPI's, real time monitoring, scheduling, short term forecasting, and capacity planning interrelate.
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