WFM Leader

Workforce Management (WFM) LeaderAbout the RoleWe are seeking a strategic and analytical Workforce Management Leader to optimize our workforce operations and drive business efficiency. The ideal candidate will combine deep expertise in workforce planning methodologies with strong leadership capabilities to build and manage high-performing teams.ResponsibilitiesStrategic Planning & OptimizationDevelop comprehensive workforce management strategies aligned with business objectives and customer service goalsDesign and implement forecasting models to predict staffing needs across multiple channels and time horizonsOptimize scheduling processes to ensure appropriate staffing levels while maximizing employee satisfactionIdentify opportunities for process improvement and efficiency gains within workforce operationsTeam LeadershipBuild, mentor, and develop a team of workforce analysts and schedulersEstablish clear performance metrics and provide regular feedback to drive continuous improvementCreate a collaborative environment that encourages innovation and problem-solvingPartner with other department leaders to align workforce strategies with broader organizational goalsAnalytics & ReportingDevelop sophisticated reporting and analytics capabilities to track workforce performance metricsPresent key insights and recommendations to senior leadershipUse data analysis to identify trends and forecast future staffing requirementsCreate capacity models that account for seasonality, attrition, and business growthTechnology & SystemsEvaluate, select, and implement workforce management technologies and toolsOptimize the use of existing WFM platforms to enhance functionality and user adoptionEnsure data integrity and system reliability for all workforce management processesStay current with emerging technologies and industry best practicesCompliance & Budget ManagementEnsure all workforce practices comply with relevant labor laws and regulationsManage department budget and resource allocation effectivelyMonitor and control labor costs while maintaining service level targetsDevelop staffing models that optimize cost efficiency without sacrificing qualityQualificationsRequiredBachelor's degree in Business, Operations Management, Analytics, or related field7+ years of experience in workforce management, with at least 3 years in a leadership roleProven experience with workforce management systems and technologiesStrong analytical skills with expertise in statistical analysis and forecastingExcellent communication and leadership abilitiesProficiency with data analysis tools and spreadsheet applicationsPreferredMaster's degree in Business Administration, Operations Research, or related fieldProfessional certification in Workforce Management or OperationsExperience in contact center or customer service operationsKnowledge of machine learning and predictive analyticsExperience with change management and process improvement methodologiesSuccess MetricsAchievement of service level and quality targetsImprovement in forecasting accuracy and schedule adherenceReduction in labor costs through optimized schedulingEmployee retention and satisfaction within the WFM teamSuccessful implementation of workforce management technologiesWork EnvironmentFast-paced, data-driven environment requiring attention to detail and analytical thinkingCollaborative team setting with cross-functional partnershipsMay require occasional weekend or evening work during peak periods or implementation phasesWe offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and advancement. Join our team and help shape the future of our workforce management capabilities!