Senior Manager, Workforce Planning

📋 Description

• Oversee scheduling to match forecasted demand.
• Optimize labor costs while maintaining service quality.
• Manage workforce planning and real-time monitoring.
• Lead and mentor the WFM team.
• Partner with operations, HR, and Product to align strategies.

🎯 Requirements

• 10+ years in workforce management or related ops roles.
• Deep WFM domain knowledge in contact centers.
• Proficiency with Aspect, NICE, Verint.
• Experience with forecasting, scheduling, real-time adherence.
• Strong analytical and problem-solving skills; data-driven decisions.
• Excellent leadership and communication skills.

🎁 Benefits

• Remote-eligible Canada role with provincial eligibility.
• Inclusive culture; accommodations available on request.
• Newly created role with growth opportunities.
• Flexible, cross-functional collaboration across teams.