Workforce Manager

About the Role

This senior individual contributor role owns
forecasting, scheduling, quality assurance, and performance analytics
for multiple lines of business. You'll be the subject matter expert on workforce tools like
Verint
and
Amazon Connect Scheduler
, guiding decisions that improve efficiency, service quality, and customer satisfaction.

Key Responsibilities

Workforce Planning & Strategy

• Develop and manage forecasting models aligned with business trends and seasonality.
• Optimize scheduling logic and shift strategies using workforce tools.
• Lead capacity planning, scenario modeling, and headcount alignment.
• Continuously improve forecasting accuracy and utilization.

Quality Assurance

• Create and refine QA processes, scoring guidelines, and calibration standards.
• Analyze quality metrics, identify root causes, and drive improvement initiatives.
• Partner with trai...