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This role leads workforce management support for internal contact centers and global care operations to meet financial and service objectives. It plans, directs, and implements workforce management activities including schedule optimization and staffing level determination across sites. The role combines hands-on work with coaching leaders and individual contributors to ensure operational excellence. Success is measured by effective communication, adherence to policies, and achievement of staffing and service goals. The work impacts organizational performance by aligning resources with demand and supporting care leadership collaboration across regions.
Job Responsibility:
Collaborate with demand planning and leadership teams to communicate and complete national and local workforce priorities
Deliver and communicate national workforce management objectives to regional managers and site individual contributors
Ensure consistent implementation of workforce management policies and procedures across all contact centers
Monitor site staffing levels to maintain appropriate coverage aligned with call volumes and operational needs
Develop, coach, and evaluate regional managers and individual contributors to enhance workforce management capabilities
Analyze operational data and recommend procedural changes to improve resource planning performance nationally and locally
Also responsible for other duties/projects as assigned by business management as needed
Requirements:
High School Diploma/GED
4-7 years Strategic planning and implementation of workforce management activities in contact centers
4-7 years Management of workforce management tools/systems development and deployment
4-7 years Collaboration with senior leadership teams such as Demand Planning and Care VPs to enhance resource development and operational initiatives