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Tier-1 brand and metro locations boost competition despite niche WFM specialization.
Deep CCaaS routing and WFM domain expertise reduce cross-industry transferability.
Mandatory 6+ years WFM and specific CCaaS routing platform expertise enforce strict shortlisting.
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Lead and manage a Workforce Management (WFM) team to meet and exceed prescribed KPIs through coaching, feedback, and performance management.
Own WFM operational performance and culture, collaborating across departments and representing WFM to senior stakeholders.
Analyze performance data and prepare reports to inform decisions and improvement initiatives in customer experience operations.
6+ years of Workforce Management experience, including coaching and delivering high-level business objectives.
Deep hands-on experience designing and configuring omnichannel routing strategies using platforms like Amazon Connect, Genesys Cloud/PureCloud, or equivalent.
Strong understanding of contact center architecture and ability to translate business needs into scalable routing designs.
High-level written and verbal communication skills; intermediate or above in MS Excel; strong problem-solving and stakeholder management skills.
Experienced WFM professional with leadership skills to foster team performance excellence and culture of feedback.
Technically proficient in contact center routing logic and architecture, capable of working independently with engineering/IT teams to implement solutions.
Data-driven and collaborative, comfortable operating in dynamic, multi-stakeholder environments focused on customer experience efficiency.