Senior CX Workforce Manager

Job Summary

A company is looking for a Senior Customer Experience WFM Manager.

Key Responsibilities

• Design and develop a comprehensive workforce management strategy in partnership with CX and Operations leadership
• Create forecasting and staffing models that adapt to various business dynamics
• Lead cross-functional workforce transformation initiatives and maintain alignment with key stakeholders on KPIs and resource allocation

Required Qualifications

• 5+ years of progressive workforce management experience in multi-channel customer service environments
• 7+ years of experience in the Customer Experience space
• Proven track record of designing and implementing transformative WFM programs
• Experience analyzing unstructured data and building predictive models, including SQL proficiency
• Experience managing vendor relationships and owning a WFM tool