CX Workforce Management Manager

• Develop, maintain, and refine multi-channel forecasting models for voice, email, chat, messaging, and AI/bot handoffs
• Build 12-to-18-month rolling capacity models to guide hiring, onboarding, shrinkage allocations, and budget planning
• Conduct scenario modeling and risk analysis for business changes, product launches, and operational pivots
• Oversee agent schedule creation and optimization against interval-level demand, staff preferences, labor laws, and shift flexibility
• Lead Real-Time Analysts managing intra-day performance, shrinkage, adherence, and queue dynamics
• Establish processes for PTO management, training allocation, dynamic offline time, and overtime deployment
• Design and deliver executive-level WFM dashboards tracking forecasting, occupancy, adherence, cost per contact, and SLA KPIs
• Use advanced analytics to identify bottlenecks, handle-time anomalies, and automation opportunities
• Own selection, optimization, and continuous improvement of WFM platforms and integrations
• Manage, mentor, and develop WFM Analysts, Data Analysts, and Real-Time Coordinators
• Establish team KPIs, operational standards, and career development pathways
• Conduct 1:1s, performance evaluations, and skill-building sessions
• Unify internal and outsourced BPO operations through SLA governance, capacity models, and automated scheduling workflows
• Improve forecasting accuracy, agent occupancy, labor spend, service levels, CSAT, and operational profitability

• 7+ years of dedicated Workforce Management experience in a high-volume omni-channel CX/Contact Center environment
• At least 3+ years in a senior manager or leadership role directly managing WFM teams
• Advanced hands-on proficiency with enterprise WFM platforms such as Nice CXone, Verint, or Assembled
• Proficiency with CRM/CCaaS tools such as Zendesk, Salesforce, or Talkdesk
• Ability to convert complex datasets into operational strategies
• Experience mentoring and developing WFM team members
• Ability to translate WFM technicalities into business impacts for FP&A and executive leadership
• Ability to thrive in high-growth, changing environments with shifting volume dynamics
• Proven track record of hiring, developing, and retaining high-performing WFM and analytical talent
• Bachelor's degree in Business Administration, Data Analytics, Statistics, or equivalent operational experience preferred

Demonstrates expertise in Workforce Management, including advanced proficiency with WFM platforms and the ability to develop and optimise multi-channel forecasting models. Proven leadership in managing and mentoring teams while driving operational efficiency and strategic decision-making.

• Workforce Management Experience
• WFM Platform Proficiency
• Team Leadership and Development
• Data Analysis and Strategy Conversion
• Forecasting and Capacity Modeling

• Multi-Channel Forecasting Models
• Capacity Modeling
• Scenario Modeling
• Operational Analysis
• KPI Tracking
• Data Analytics
• Performance Management
• PTO Management
• Budget Planning
• Automation Opportunities

• Mentoring
• Team Development
• Communication
• Adaptability
• Problem-Solving

• Contact Center
• CX
• BPO Operations
• SLA Governance
• High-Volume Environments

• Nice CXone
• Verint
• Assembled
• Zendesk
• Salesforce
• Talkdesk