Seeking a full-time Senior Workforce Manager to build and enhance workforce management architecture, focusing on volume forecasting and staffing models in a remote environment. Key responsibilities Build and improve volume forecasts across various channels and contact types to achieve weekly MAPE targets Rebuild and manage the end-to-end staffing model, delivering a unified capacity plan that drives hiring and BPO ramp-ups Design and implement real-time adherence practices to meet service levels during high-volatility periods Required qualifications 6+ years of experience in workforce management with a focus on time-series and multi-channel volumes Mastery of capacity planning and staffing math, including Erlang variants and FTE modeling High proficiency in SQL/BigQuery and expert-level spreadsheet modeling Experience with WFM software implementation and management Degree in Engineering, Finance, Economics, or a related quantitative field preferred
Senior Workforce Manager in workfromhome at Unknown Company
This position is listed as full time and able to be worked remotely.