Senior Manager, Global Workforce Planning mp; Transformation

📋 Description

• Lead forecasting, capacity planning, scheduling, and workforce optimization for 4,000+ agents
• Develop staffing plans aligning demand, service levels, employee experience, and financial goals.
• Collaborate with Operations, Finance, Vendor Management, Analytics, and Technology teams to support
• Improve forecast accuracy, staffing efficiency, and schedule effectiveness; monitor performance and
• Champion AI, automation, and workforce tech to scale operations and sharpen decision-making.

🎯 Requirements

• 7+ years in workforce management for large-scale customer operations.
• 3+ years of people leadership with coaching and team development.
• Deep expertise in forecasting, capacity planning, scheduling, real-time management, and analytics.
• Experience with multi-geo operations, agents, and vendors; strong business impact mindset.
• Analytical ability to translate data into action for executives and operations.
• Proven experience driving process improvements and cross-functional initiatives.

🎁 Benefits

• Competitive base salary with bonus and equity; benefits eligibility.
• Remote-friendly role; four in-office days per week with optional remote days.
• Comprehensive health, wellbeing, and family benefits; wellness stipend.
• Generous time-off policy and community giving initiatives.
• Parental leave and family planning support; diverse, inclusive culture.