Senior Workforce Management Manager

Las Vegas, Nevada

We're searching for a Workforce Management Senior Manager to work with our Customer Experience department. When you join us, you will lead our workforce management (WFM) strategy that acts as the right hand to our contact center leadership. You'll also help us deliver the best in-class experience every time we engage with our customers. We do that by ensuring the right number of associates are in the right place at the right time, and we want you to be a part of it. Sound good to you? Join us!
What you'll do as a Senior Workforce Management Manager:

  • Define, build, and execute our WFM program across main functions to include scheduling, real-time operations, and forecasting in partnership with Analytics.
  • Partner with the broader CX leadership team to drive continuous optimization across WFM processes.
  • Identify, collect, track, and improve key performance metrics and manage the end to end service environment across all locations.
  • Build real-time escalation workflows to ensure a high level of service delivery at a global scale.
  • Work with CX leadership to design service protection strategies.
  • Work with Analytics to find trends in business status, reports, and metrics.
  • Identify and actively drive team changes, staffing and training needed to support capacity needs while driving the resource planning discussions, ensuring proper levels across location and service channels.
What you'll bring:
  • Bachelor's degree.
  • 5+ years' experience in workforce management, preferably within a contact center or high volume environment.
  • 2+ years of experience in people management.
  • Strong contact center industry knowledge gained from roles within complex, fast-paced, and multi-site environments.
  • Ability to build and leverage relationships with senior leadership to effectively drive change on major, complex, and long-lasting initiatives.
  • Ability to foster a positive team environment and collaboration within the site.

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