Senior Workforce Management Professional

📋 Description

• Forecast and maintain workforce models to predict contact volumes and staffing needs.
• Analyze demand drivers and align plans with business priorities.
• Collaborate with leaders across operations, marketing, HR, and IT.
• Provide insights to improve forecasting accuracy and methods.
• Balance demand with agent capacity to meet service levels and budgets.
• Lead long-term forecasts and scenario analyses for strategic planning.

🎯 Requirements

• 5+ years in Workforce Management.
• 2+ years call center forecasting experience.
• Experience with Aspect, NICE, IEX, and/or Genesys.
• Strong MS Word, Excel, PowerPoint; data presentation skills.
• Analytical, forecasting, and problem-solving abilities.
• Excellent communication; ability to explain insights to stakeholders.

🎁 Benefits

• Salary: $71,100–$97,800 per year, varies by location/experience.
• Performance-based bonus eligibility.
• Remote work from anywhere in the United States.
• 40-hour full-time schedule; health, retirement, PTO, holidays.
• Parental and caregiver leave; disability and life insurance.
• Opportunity to influence strategic workforce planning.