Resource Management & Analytics, WFM

📋 Description

• Build and maintain optimized, multi-department schedules across contact channels.
• Interpret performance signals and intraday data to drive strategic staffing decisions.
• Facilitate performance reviews with leaders; identify root causes and drive corrective actions.
• Manage queue and routing changes to align staffing with demand and maintain service levels.
• Design and improve WFM automation, dashboards, and reporting using AI tools.
• Communicate staffing impacts and insights to stakeholders; drive data-driven decisions.

🎯 Requirements

• 7-8+ years of contact center WFM experience (scheduling, intraday, reporting).
• AI fluency; experience operationalizing AI tools in WFM or CC context; building automations.
• Strong analytical and data visualization skills; dashboard development.
• Experience with WFM platforms and rapid adoption of new tools.
• Excellent judgment, communication, and problem-solving; translate data into actionable
• Leadership and accountability across a team; drive results and ownership of outcomes.

🎁 Benefits

• Competitive base pay, benefits, and equity (RSUs).
• Total Rewards philosophy and clear career progression.