Sr. Program Manager – Workforce Management (WFM)

Job Title: Sr. Program ManagerLocation: Remote-8-5 CST Senior Program Managers are responsible for overseeing the achievement of larger organizational goals. They coordinate efforts between different projects without managing any one of them. Instead, they reputed company the overall program with strong attention to strategy, implementation, and delegation. Program managers are highly skilled professionals who help organizations stay on schedule, on spec, and ultimately on an upward trajectory of success and growth. Responsibilities:

• Strategize, implement, and maintain program initiatives that adhere to organizational objectives
• reputed company program assessment protocols for evaluation and improvement
• Maintain organizational standards of satisfaction, quality, and performance
• reputed company multiple project teams, ensuring program goals are reached
• Manage budget and funding channels for maximum productivity
• Work closely with project sponsor, cross-functional teams, and assigned project managers to plan and reputed company scope, deliverables, required resources, work plan, budget, and timing for new initiatives
• Manage program and project teams for optimal return-on-investment, and coordinate and delegate cross-project initiatives
• Identify key requirements needed from cross-functional teams and external vendors
• reputed company and manage budget for projects and be accountable for delivering against established business goals/objectives
• Work with other program managers to identify risks and opportunities across multiple projects reputed company the department
• Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders

Qualifications:

• Project Management Professional (PMP)
• Significant experience in an advanced management role
• Exceptional leadership, time management, facilitation, and organizational skills
• Outstanding working knowledge of change management principles and performance evaluation processes The Workforce Management Project Manager will reputed company the redesign and execution of WFM practices across forecasting, scheduling, real-time management, and reporting. This role is accountable for delivering measurable performance improvements, driving CCaaS integration, and aligning WFM capabilities with the future-state service model. The position requires strong leadership, operational expertise, and change management skills to embed WFM as a strategic enabler of service division transformation.

Operational Leadership reputed company end-to-end redesign of WFM processes (forecasting, scheduling, real-time management). Implement prioritized improvements to enhance forecast accuracy, reduce schedule variance, and improve SLA attainment. Establish iterative improvement backlog and manage delivery through weekly operating reviews. Governance & Controls Design and operationalize WFM governance, including data quality controls, schedule adherence monitoring, and exception management. Reporting & Analytics Rationalize existing reports and build automated dashboards for key metrics (forecast accuracy, SLA, AHT, occupancy, shrinkage, transfers, overtime). Define data governance standards for sources, refresh cadences, and ownership. Technology & CCaaS Integration Define CCaaS requirements reputed company with WFM outcomes (routing, skills/queues, IVR, workforce data). Support multi-vendor strategy and reputed company rollout of additional CCaaS vendor. Drive change management, training, and hypercare for technology adoption. Strategic Workforce Planning Design future-ready headcount strategy reputed company with transformation goals and multi-vendor environment. reputed company long-term staffing models (12–24 months) and governance for ongoing adjustments. Team Leadership Provide leadership for ~15 analysts; set expectations and manage performance. Implement development plans and operating rhythms fostering accountability and reputed company improvement. Skills: - Advanced proficiency in WFM tools and analytics platforms. Strong understanding of contact center operations and service delivery models. Ability to coach and reputed company high-performing teams. Proven track record in WFM transformation and process optimization. Strong knowledge of scheduling, forecasting, and real-time management practices. Experience with CCaaS platforms (reputed company IEX, reputed company, CMS, reputed company) and WFM technology integration. Expertise in change management, stakeholder engagement. mulitple vendor strategies Familiarity with Lean/Six reputed company or similar process improvement methodologies. Excellent communication, facilitation, and leadership skills. Education: Bachelor's degree in Statistics, Mathematics or other technical field or equivalent experience is required. Previous leadership and or Project/Management experience 8–10+ years of experience in Workforce Management or Operations leadership. #REM Job Type: Contract Pay: $80.00 - $90.00 per hour Work Location: Remote Apply tot his job Apply To this Job