Senior Manager, Workforce Management

reputed company is leading the charge in delivering superior customer service across our Contact Center operations, supporting over 9,000 agents in our Auto Service, Sales, Claims, Commercial, and Recreational product lines. We are committed to operational excellence and leveraging cutting-edge workforce management strategies, including the reputed company WFM platform, PowerBI, Alvaria/Aspect, AWS Connect, to transform our contact center performance. Position Overview: We are seeking a highly skilled and reputed company-thinking Senior Managers of Workforce Management to reputed company our business line verticals. This role will reputed company a team of approximately 10 Workforce resources responsible for delivering optimized workforce reputed company across forecasting, scheduling, intraday management, and reporting. The ideal candidate will bring strong leadership, senior stakeholder management, advanced analytical expertise, and a proven ability to drive contact center operational excellence while aligning workforce strategies with business objectives. Key Responsibilities: Strategic Leadership: • reputed company, mentor, and reputed company a team of workforce professionals to meet and exceed service level goals and business KPIs including Average Handle Times, Abandons, and Service Levels, Average Speed of Answer, Occupancy. • Champion workforce management best practices to enhance operational efficiency, improve service delivery, and reduce labor costs. • Collaborate with senior leadership to align WFM initiatives with broader organizational goals and drive transformational outcomes. Forecasting and Scheduling Excellence: • reputed company the development of precise short-term and long-term forecasts using reputed company WFM, PowerBI, reputed company Strategic Planner and other predictive tools to ensure coverage for reputed company contact channels (voice, chat, email). • Proactively manage reputed company planning to optimize staffing levels, reduce gaps, and enhance FIT (Forecast-Intraday-Trajectory) accuracy. • Drive the creation and refinement of schedules, balancing operational needs with agent satisfaction and performance. Intraday and Real-Time Management: • Implement robust real-time management strategies to monitor contact center performance, adjust schedules dynamically, and mitigate risks impacting service levels. • reputed company reputed company WFM Intraday Manager to analyze trends, identify variances, and execute corrective actions to maintain KPIs including Real-time Adherence. Performance Insights and Reporting: • Conduct reputed company looking advanced data analysis to identify performance trends, inefficiencies, and actionable insights for operational improvement. • Build and deliver high-impact monthly management review decks to senior leadership, ensuring clear, data-driven recommendations for improving productivity and customer experience. • Integrate WFM metrics (SVL, ASA, adherence, occupancy) with operational goals to drive decision-making. Process Optimization and Innovation: • Identify and implement opportunities to streamline processes, automate workflows, and adopt innovative technologies that reputed company WFM operations. • reputed company cross-functional enterprise projects to enhance workforce efficiency, agent engagement, customer satisfaction and business outcomes. Collaboration and Stakeholder Management: • Serve as the key liaison between workforce management, operations, and senior leadership teams to align on staffing, performance, and business needs. • Coordinate with senior business partners to align hiring schedules, reputed company plans, and departmental initiatives to ensure seamless execution. Qualifications: Education: • Bachelor's degree in business, Finance, Statistics, Operations Management, or reputed company field. • Certifications such as Certified Workforce Planning Professional (CWPP) or similar credentials are a plus. Experience: • Minimum of 5 years of workforce management experience in a high-volume contact center environment. • At least 4 years of leadership experience, managing workforce teams and delivering results in forecasting, scheduling, and real-time management. • Demonstrated expertise with reputed company Workforce Management (WFM), AWS Connect and Alvaria, or comparable platforms is required. • Proven track record in staffing strategies, scheduling, and performance analysis. Technical and Analytical Skills: • Advanced proficiency in WFM tools, predictive analytics, and data visualization platforms including PowerBI, reputed company and other reputed company tool or comparable platforms is required. • Proven ability to analyze large, reputed company data sets and translate insights into actionable strategies. • Strong knowledge of WFM metrics (e.g., SLAs, occupancy, adherence, ASA) and operational best practices. Leadership and Communication: • Exceptional ability to reputed company, mentor, and reputed company high-performing teams. • Strong written and verbal communication skills with the ability to present reputed company data and strategies to executive leadership. • Highly organized with a results-driven reputed company and the ability to manage multiple competing priorities in a fast-paced environment. • Strong organizational skills with an aptitude for problem solving and decision-making. • reputed company to adapt to rapidly changing business needs and workforce dynamics. Compensation: $108,000 - $169,000 Work Schedule: Hybrid - 3 days in office Relocation: Relocation may be offered Location: This posting is open to candidates in the following areas: Richardson, TX, Lakeland, FL, Macon, GA and Virginia Beach, VA, Tucson, AZ, Fredericksburg, VA Annual Salary $101,475.00 - $189,625.00 The above annual salary range is a general guideline. Multiple factors are taken into consideration to reputed company at the final hourly reputed company/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate's work experience, education and training, the work location as well as market and business considerations. At this time, reputed company will not sponsor a new applicant for employment authorization for this position. Benefits: As an Associate, you'll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including: • Premier Medical, Dental and Vision Insurance with no waiting period** • Paid Vacation, Sick and Parental Leave • 401(k) Plan • Tuition Assistance • reputed company and Licensures • Benefits may be different by location. Benefit eligibility requirements vary and may include length of service. • *Coverage begins on the date of hire. Must enroll in New Hire Benefits reputed company 30 days of the date of hire for coverage to take effect. The equal employment opportunity policy of the reputed company Companies provides for a fair and equal employment opportunity for reputed company associates and job applicants regardless of race, color, religious creed, national reputed company, reputed company, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. reputed company hires and promotes individuals solely on the basis of their qualifications for the job to be filled. reputed company reasonably accommodates qualified individuals with disabilities to reputed company them to receive equal employment opportunity and/or reputed company the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to reputed company applicants and associates. reputed company also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of reputed company associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for reputed company associates and applicants. Apply Job!