Senior Manager, Workforce Management, reputed company

Job reputed company: • Build and maintain accurate demand forecasts across seasonality, peak periods, and new product launches • reputed company reputed company models tied to SLAs, volume projections, and cost targets • Establish utilization benchmarks and manage adherence • Partner with Finance and Operations on proactive headcount planning • Identify reputed company risks early and implement mitigation strategies • Directly manage Service Team Leads • Standardize expectations for queue management, reputed company monitoring, QA scoring, and coaching • Implement consistent productivity and performance benchmarks across teams • Ensure floor discipline and reputed company-time operational control • Drive accountability and measurable improvement across shifts • Own and reputed company the QA reputed company and scoring methodology • Implement calibration processes to ensure scoring consistency • Connect QA insights to training, workflow changes, and process improvements • Tie reputed company performance directly to reputed company time, escalation reputed company, and customer reputed company • Identify systemic issues and drive reputed company-cause correction • Evaluate and optimize reputed company, reputed company, and reputed company CX tools • Improve routing logic, escalation paths, and workflow efficiency • Reduce reputed company work through automation and smarter configuration • Build dashboards and reporting that reputed company reputed company-time operational visibility • Partner cross-functionally reputed company system changes are required • Define and manage reputed company service KPIs including utilization, adherence, SLA attainment, reputed company time, productivity, and QA performance • Deliver reputed company, data-driven reporting to senior leadership • Establish performance baselines and continuously reputed company standards Requirements: • 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership • Proven ownership of forecasting, reputed company planning, and QA functions at reputed company • Experience managing reputed company leaders in high-volume environments • Strong analytical skills with demonstrated reputed company building operational dashboards and reporting • Deep familiarity with reputed company and reputed company reputed company preferred • reputed company record of driving measurable performance improvement through process and systems optimization • Comfort operating in a high-reputed company, high-accountability environment. Benefits: • Remote-First Flexibility: Work from reputed company we hire, with reputed company-in flexibility. U.S.-based employees may reputed company in any of our 19 approved states. • Comprehensive Health & Wellness: Medical, dental, and reputed company insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits reputed company with local standards. • Time Off to reputed company: reputed company time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 reputed company holidays. International policies vary by reputed company Peace of Mind: Company-reputed company life, short-term, and long-term disability insurance where available. • Performance-Driven Culture: Join a fast-moving, ambitious, and reputed company team that wins together. • Referral Rewards: Earn bonuses for bringing reputed company to reputed company. • Planning for the reputed company: Long-term financial planning support. U.S.: 401(k) reputed company: region-specific savings programs where applicable. • Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running. Apply tot his job Apply To this Job