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Senior CX Workforce Manager at Alma
Alma is seeking a Senior CX Workforce Manager to lead the customer experience workforce strategy for remote teams across North America. You will forecast contact demand, design staffing models, develop intraday management processes, and lead a team of CX analysts to ensure high service levels while optimizing costs. You will partner with CX leadership, Operations, and People teams to build scalable processes and reporting that informs strategic decisions.
What you’ll do
- Forecast contact demand and manage capacity planning for remote CX teams
- Design staffing models, schedules, and intraday management processes
- Lead and develop a team of CX analysts
- Develop and maintain performance dashboards and actionable insights
- Collaborate with CX leadership, Operations, and People teams to align workforce plans with business goals
What we’re looking for
- 5+ years of workforce management experience in CX or contact centers
- Strong analytical skills and experience with WFM tools
- Excellent communication and stakeholder management
- Experience in remote-first environments and building scalable processes
Why Alma
Join a fast-growing company dedicated to improving financial wellness. This remote-friendly role offers opportunities for impact and career growth.
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