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Strong brand, mid-level experience band, and metro location increase applicant competition.
WFM and contact-center vendor management skills transfer across similar operations but are industry-specific.
Explicit 5–7 years requirement plus mandatory WFM tools, SQL, and people management raises strictness.
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Lead a team of 5-7 Workforce Planners, Schedulers, and Real Time Analysts, owning workforce planning and scheduling coverage across in-house and outsourced/vendor sites.
Own KPI performance including service level, occupancy, staffing levels, and quality with accountability for root-cause analysis and recovery planning.
Partner cross-functionally to align staffing supply with business priorities, manage outsourced/vendor relationships, and improve workforce management tools and processes.
5-7 years of experience in workforce management, capacity planning, or operations with experience managing a team.
Bachelor's degree or equivalent practical experience.
Strong analytical skills with proficiency in data tools such as SQL, Excel, and Tableau.
Experience managing outsourced/vendor relationships and hands-on experience with workforce management software (e.g., NICE, Verint, Genesys, or Aspect).
Experienced leader fluent in workforce management fundamentals including capacity planning, forecasting, scheduling, shrinkage, and occupancy.
Skilled at translating business goals into precise, data-driven capacity plans and performance reporting while communicating clearly to multiple stakeholders.
Strong business partner able to influence cross-functionally and drive measurable performance improvements in a fast-paced, ambiguous environment.