Workforce Management Lead

Serving as the primary subject matter expert for workforce management strategy, the full-time Workforce Management Lead will drive capacity planning and forecasting initiatives, manage WFM analysts, and establish best practices to enhance operational efficiency in a remote environment. Key Responsibilities Provide direction and oversight for WFM Analysts, ensuring quality and task prioritization Lead stakeholder partnerships and represent WFM in senior-level discussions to foster collaboration and continuous improvement Analyze workforce performance data to recommend improvements and optimize staffing models aligned with service level targets Required Qualifications Bachelor's degree in business, Finance, Statistics, Operations Management, or a related field 5+ years of workforce management experience in a contact center environment Strong knowledge of Workforce Management practices, including managing omnichannel environments Proficiency in Microsoft Office, particularly Excel and PowerPoint Very strong analytical skills with an emphasis on forecasting