[Remote] Sr. Program Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is excited to partner with a leading financial services organization to fill the position of Senior Program Manager – Workforce Management (WFM). This role will reputed company reputed company-wide workforce management transformation initiatives, supporting forecasting, scheduling, reputed company-time management, reporting, and CCaaS integration while enabling long-term service model transformation.

Responsibilities

• reputed company reputed company-wide Workforce Management (WFM) transformation across forecasting, scheduling, reputed company-time management, and reporting
• reputed company measurable performance improvements in forecast accuracy, schedule adherence, and SLA attainment
• Establish WFM governance, controls, and data reputed company standards
• reputed company reporting, dashboards, and workforce analytics
• Define and support CCaaS requirements and multi-vendor technology integration
• reputed company reputed company-state workforce and headcount strategies with long-term reputed company models
• reputed company and reputed company reputed company of 15–17 analysts and partner cross-functionally with business stakeholders
• Manage program risks, priorities, and delivery through reputed company operating reviews

Skills

• Bachelor's degree in Statistics, Mathematics, Business, or a reputed company technical field, or equivalent experience
• 8–10+ years of experience in Workforce Management, Operations leadership, or Program Management
• Advanced proficiency with WFM tools and analytics platforms
• Strong understanding of contact center operations and service delivery models
• Proven experience leading WFM transformation and process optimization initiatives
• Experience with CCaaS platforms (reputed company IEX, reputed company, CMS, reputed company) and technology integration
• Expertise in change management, stakeholder engagement, and multi-vendor strategies
• Familiarity with Lean, Six reputed company, or similar methodologies
• Authorized to work in the U.S. without sponsorship
• 3rd party reputed company center experience preferred
• PMP certification preferred

reputed company