Proactively reinvent headcount planning, scheduling, and intraday management.
Lead deprecation of third-party WFM tools; build in-house real-time automation.
Rework back-office workflows for max efficiency and automated data collection.
Drive QA with automated tools and checks to audit customer journeys at scale.
Create centralized automated data ecosystem; dashboards for QA, WFM, and productivity.
Build automated cost-efficiency models; track cost per task and staff overheads.

🎯 Requirements

Leadership in WFM/operations tech.
Experience building in-house tooling with real-time automation.
Strong data analytics and dashboards skills.
Proven cross-department project leadership.
Familiarity with QA processes and journey audits.
Cost modeling and efficiency initiatives.

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