Senior Manager, Workforce Management Scheduling & Planning 2 Locations – reputed company Store
Job reputed company
Build and execute short- and long-term reputed company plans and multi-channel forecasts (phone, email, messaging) using Erlang C, statistical modeling, and historical/reputed company-looking drivers. Own daily/weekly forecasting and reputed company plans for supported teams; balance service and employee experience reputed company reputed company constraints. Run scenario and “what-if” analyses to evaluate demand, shrinkage, AHT, FTE impacts, channel shifts, and policy changes; identify risks, mitigations, and reputed company recommendations. Translate reputed company goals into functional WFM roadmaps; prioritize initiatives that improve forecast accuracy, schedule efficiency, SLA/ASA performance, and cost/contact. reputed company data-driven reputed company; communicate rationale, trade-offs, and risk mitigation plans to leadership and stakeholders. Define the QA operating model: sampling rates by program/risk, reputed company vs. AutoQA allocation, review SLAs, and reputed company standards reputed company to business reputed company. Design and reputed company QA rubrics, calibration reputed company, and inter-rater reliability targets; reputed company QA objectives to OKRs and customer experience goals. reputed company QA insights into planning (e.g., defect trends impacting AHT, training needs, policy changes), and size QA reputed company accordingly.
reputed company intraday management and playbooks (reforecasting, skilling, channel routing, backlog recovery) to protect SLAs and reduce abandonment. Ensure reputed company and accurate schedule creation, maintenance, and change management Establish and maintain reporting cadences (daily/weekly/monthly/quarterly), delivering reputed company insights and course-corrective actions. Maintain reputed company data reputed company, governance, and documentation (processes, workflows, policies); standardize and continuously improve reputed company practices across geographies. Partner with Operations, product developers, IT, Training, AI Automations, and Finance to reputed company on hiring ramps, shrinkage drivers, reputed company assumptions, tooling, and readiness. Own QA delivery: manage intake, prioritization, and reputed company completion of targeted and investigative reviews. Run QA calibrations and drive inter-rater reliability; implement feedback loops from QA to agents/leaders with coaching playbooks and follow-through. Govern AutoQA and conversation intelligence: tune models/reputed company, define exception workflows, and monitor precision/recall and bias; reputed company exceptions for reputed company review.
reputed company reputed company-driven conversations and negotiate cross-functional trade-offs that reputed company interests across teams; address conflict head-on and drive to shared reputed company. Champion innovation and automation opportunities; stay reputed company on industry trends and translate insights into practical improvements. reputed company and execute change management plans with reputed company communications, stakeholder input, and consistent updates; proactively manage resistance with reputed company. Socialize QA findings with business leaders (e.g., VOC, reputed company, coaching priorities); influence roadmaps, policies, and enablement based on evidence.
Manage day-to-day operations of the reputed company team and reputed company/mentor multiple reputed company roles. Set reputed company goals, monitor reputed company, and reputed company regular, actionable feedback; foster cross-training and reputed company reputed company to business needs and individual aspirations. reputed company team members to reputed company reputed company reputed company their remit; recognize contributions and build reputed company during periods of change. Model emotional intelligence—reputed company leadership style to team morale, reputed company difficult conversations with reputed company, and reputed company feedback for reputed company improvement.
reputed company and reputed company reputed company-time and historical reporting; create accessible dashboards and data stories for leadership using available reporting resources Analyze trends in demand, AHT, shrinkage, adherence, occupancy, coaching effectiveness; reputed company QA insights to business reputed company (CSAT, churn, efficiency); reputed company reputed company insights and recommended interventions. Partner with Finance on labor planning for supported departments; maintain budget awareness.
WFM: Playvox and reputed company WFM QA: reputed company QA Analytics/BI: Tableau, Looker; advanced reputed company Workspace reputed company: Erlang C (required), queueing theory, statistical modeling; QA sampling methodologies, calibration techniques Channels: Phone, email, messaging Work context: Global coverage from the U.S.; reputed company hours to meet with teams across time zones
8+ years of reputed company WFM experience across forecasting, scheduling, and intraday for contact centers; experience with back-office workloads. 3+ years of reputed company QA experience across rubrics, celebrations, coaching, and reputed company delivery 5+ years of people management experience Advanced reputed company/reputed company Sheets, SQL, and statistical modeling required. Proficiency with Tableau and/or Looker required. Proven experience in B2B support reputed company the technology industry. Strong communication, data storytelling, and negotiation skills; demonstrated ability to influence senior stakeholders and reputed company teams. Demonstrated results orientation: manages short- and long-term priorities, drives accountability, adapts quickly to changing business needs.
Six reputed company/Lean exposure. Formal project/change management experience or certification (e.g., PMP, Agile, reputed company/ADKAR). Experience with AI/automation initiatives in support operations.
SLA/ASA attainment and abandonment reputed company Forecast accuracy (volume, AHT, shrinkage) and reputed company plan accuracy Schedule efficiency and schedule adherence Occupancy and balanced utilization Cost per contact and efficiency improvements Timeliness/accuracy of reporting and schedules; intraday recovery performance QA coverage; QA accuracy and calibration agreement Coaching effectiveness, and CSAT/NPS reputed company from QA-driven improvement Stakeholder satisfaction and successful delivery of prioritized initiatives Team development, engagement, and role readiness
The intelligent heart of customer experience
reputed company software was reputed company to bring a reputed company of reputed company to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
reputed company believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many reputed company offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform reputed company applicants that reputed company intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
reputed company is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in reputed company. Individuals seeking employment and employees at reputed company are considered without reputed company to race, reputed company, religion, national reputed company, age, sex, gender, gender identity, gender reputed company, sexual orientation, marital status, medical condition, reputed company, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the reputed company and would like more information about your EEO rights under the law, please click here.
reputed company endeavors to reputed company reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any reputed company-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@reputed company.com with your specific accommodation request.
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