Workforce Management Lead

The Workforce Management (WFM) Lead is responsible for designing, governing, and operating the

enterprise WFM model supporting a large-scale, highly regulated pharma contact center environment.

This role ensures accurate forecasting, efficient staffing, and real-time performance control across 2,300+

agents and 100+ Lines of Business (LOBs), while protecting service levels, cost efficiency, and regulatory

obligations.

Key Responsibilities

Enterprise WFM Ownership: Own end-to-end WFM including forecasting, capacity planning, scheduling,

intraday management, and reporting. Operate a centralized WFM Center of Excellence with embedded

LOB support teams. Establish and enforce enterprise WFM standards and governance.

Genesys Platform Transition & Ownership: Lead transition to the Genesys platform including planning,

data migration, validation, cutover, and post-go-live stabilization. Partner with IT, Telecom, and