Senior Workforce Management Professional

Accountabilities

• • Develop and maintain comprehensive workforce forecasting models using workforce management tools to predict contact volumes, average handle time, shrinkage, and staffing requirements.
  • Determine annual, monthly, daily, and intraday staffing needs by analyzing contact center statistics, marketing initiatives, system events, and other demand drivers.
  • Collaborate with tactical workforce management teams and operational leaders to align workforce plans with business priorities.
  • Partner with contact center leadership, marketing, human resources, finance, information technology, and external partners to identify activities that may affect forecasts and staffing requirements.
  • Analyze forecast results and provide recommendations, feedback, reporting, and insights to improve forecasting accuracy and methodology.
  • Balance projected customer demand with available agent capacity to support service-level, utilization, and budget objectives.
  • Develop long-term workforce forecasts to support strategic initiatives, operational planning, and future business requirements.
  • Conduct workforce simulations and scenario analysis to assess the operational impact of proposed business strategies.
  • Maintain and optimize workforce management platforms, including Aspect and Genesys.
  • Translate workforce analytics, people metrics, and reporting into strategic and operational insights that support workforce decision-making.
  • Manage multiple priorities and deadlines while maintaining a high level of analytical accuracy and attention to detail.

  Requirements

  • 5+ years of professional experience in Workforce Management.
  • At least 2 years of hands-on experience with call center forecasting.
  • Demonstrated experience using workforce management platforms such as Aspect, NICE, IEX, and/or Genesys.
  • Strong knowledge of Microsoft Word, Excel, and PowerPoint, with the ability to analyze and present workforce data effectively.
  • Strong analytical, critical-thinking, forecasting, and problem-solving capabilities.
  • Excellent written and verbal communication skills, with the ability to explain complex workforce insights to business stakeholders.
  • Ability to manage multiple projects, priorities, and deadlines in a fast-paced operational environment.
  • Strong attention to detail and commitment to data accuracy.
  • Preferred experience with back-office forecasting and workforce planning.
  • Prior process management or project management experience is an advantage.
  • Ability to work effectively in a fully remote environment and collaborate with cross-functional teams.
  • For remote work, access to a reliable internet connection with at least 25 Mbps download and 10 Mbps upload speeds is required, along with a dedicated workspace suitable for handling confidential information.
  • Occasional travel may be required for training or business meetings.

  Benefits

  • Salary: $71,100–$97,800 per year, with actual compensation depending on location, skills, experience, education, certifications, and other job-related factors.
  • Eligibility for a performance-based bonus incentive plan.
  • Remote work from anywhere in the United States.
  • 40-hour full-time schedule.
  • Medical, dental, and vision insurance options.
  • 401(k) retirement savings plan.
  • Paid time off, company and personal holidays.
  • Paid parental and caregiver leave.
  • Short-term and long-term disability coverage.
  • Life insurance and additional employee benefits supporting personal and financial well-being.
  • Opportunity to work on strategic workforce planning and forecasting initiatives with broad operational impact.
  • Occasional travel opportunities for training and business meetings.