Senior Shared Services Lead (Workforce Management)

📋 Description

• Lead, mentor, and grow a Shared Services team across levels.
• Ensure high-quality service delivery, coverage, and project fulfillment.
• Drive accountability, continuous improvement, and discipline.
• Conduct weekly team updates, coaching, and performance reviews.
• Translate workforce data into executive-ready insights for decisions.
• Lead real-time command for Care & Recoveries; manage staffing risks.

🎯 Requirements

• Extensive experience in contact center WFM operations (Customer Care & Recoveries).
• Advanced SQL and relational DB skills; Looker, Data Studio, Snowflake experience.
• Dialer admin & reporting experience (Five9, Amazon Connect, Genesis, Avaya, NICE).
• Proficient in intraday reporting, forecast management, and real-time monitoring.
• Ability to deliver actionable insights for quick business decisions; strong communication.
• Proven ability to lead multiple projects independently; PM & strategic thinking.