Responsible for establishing standards, controls, and technology foundation for Workforce Management, ensuring consistent WFM practices across lines of business and advancing tools, automation, and AI capabilities.
- Create, maintain, and govern WFM standard operating procedures, planning standards, authority matrices, and escalation protocols.
- Establish audit and control routines that measure adherence to WFM standards; identify gaps and drive remediation to closure.
- Own governance of the WFM skills matrix, FTE directory, and queue and skill inventory to improve accuracy, consistency, and operational flexibility.
- Lead the WFM tools strategy and roadmap, balancing operational priorities, platform capabilities, risk, and scalability.
- Manage WFM work intake, prioritization, requirements, testing, approval, implementation, and change communication.
- Bachelor’s Degree
- Advanced Degree
- Nice to have: 10+ years experience
- Nice to have: Large Global Contact Center
- Nice to have: Enterprise WFM Platforms
