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Tier-1 BPO brand, common WFM role, and mid-level generalist responsibilities increase candidate competition.
Workforce management is contact-center specific, making skills less transferable across unrelated industries.
No explicit years listed but role likely requires specific WFM and managerial experience, so filters are moderately strict.
Full ownership of operational support for contact center(s), including workforce planning, staffing, scheduling, and forecasting systems.
Oversee quality issues, support systems implementation, and training program execution across contact center(s).
Manage a mixed team of specialists and support staff with full employee lifecycle responsibility; participate in developing new solutions/projects and contributing to policies and processes.
Advanced knowledge and experience in contact center operations or related field required.
Experience managing staffing, scheduling, and forecasting systems in a contact center environment required.
Work Experience Required: Not explicitly mentioned in the JD.
Ability to supervise and coordinate lower-level specialists and serve as a single point of contact for complex matters.
Experienced in leading and coordinating daily operations with tactical and operational decision-making within defined scope.
Able to manage multiple contact centers or large teams with full employee lifecycle responsibility.
Demonstrates capability to develop and share best practices and lead solution development in a contact center setting.