Must Have Skills

Thinker with the ability to question status quo and design innovative solutions to drive efficiency.
Oversee and optimize workforce management strategies, including capacity planning, scheduling, and real-time operations.
Lead initiatives to enhance the efficiency and accuracy of WFM processes by leveraging the latest workforce management technologies.
Analyze data to provide actionable insights for strategic decision-making and tool optimization.
Collaborate with cross-functional teams to implement innovative workforce management solutions.
Conduct detailed discovery sessions and documentation to recommend transformational solutions that optimize delivery and drive efficiencies.
Design data workflows and ETL (Extract, Transform, Load) processes to minimize manual intervention and improve data accuracy and reliability.
Strong understanding of data privacy and compliance with relevant regulations (e.g., GDPR, CCPA).
Provide training and support to teams on new technologies and processes.
Ability to Monitor industry trends and emerging technologies to continuously improve workforce management capabilities.
Should be able to participate in evaluation, selection, and implementation of advanced WFM technologies and tools.

Additional Requirements

Bachelors degree in Information Technology, Business Administration, or a related field; advanced degree preferred.
Proven experience in workforce management, technology transformation, or related roles within a call center or technical environment.
Detail-oriented and highly organized, with a proven ability to maintain accurate records and documentation.
Excellent communication and interpersonal skills for effective cross-departmental coordination.
In-depth knowledge of the technical industry and call center operations.
Strong project management skills, with the ability to manage multiple projects simultaneously and think strategically.
Proficient in workforce management tools such as IEX, Calabrio, Verint, Genesys, Avaya, and Amazon Connect.
Solid understanding of database management tools and working knowledge of SQL, NoSQL, and Oracle DB.
Familiarity with automation and visualization tools such as Power Automate, UiPath, and data visualization platforms.
Strong understanding of PMO principles and related tools to drive effective collaboration across the organization.

Senior Manager Workforce Transformation