Senior Manager Workforce Transformation

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

• Bachelor's 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.