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sql tableau system integrations wfm queue management📋 Description
- Own end-to-end WFM strategy: forecasting, capacity, RT analytics, tooling
- Lead transition to hybrid on/offshore model, balancing onshore staff and BPO
- Act as enterprise authority on capacity decisions with exec visibility
- Define and drive WFM automation: queue monitoring, agent skills
- Collaborate with PSC Technology, Ops Product, Analytics for tooling
- Present WFM performance and strategic recommendations to SVP-level leadership
🎯 Requirements
- 8+ years in WFM; 3+ years in senior leadership (multi-channel)
- Experience leading hybrid on/offshore WFM models and BPO relationships
- Proficiency with WFM platforms: automation, queue management, agent skills, integrations
- Strong analytical skills: SQL, Tableau, DBvisualizer or equivalents
- Proven cross-functional influencer with measurable WFM improvements
- Executive presence and communication; experience maturing a WFM function
🎁 Benefits
- Competitive salary and stock option plan
- 100% paid medical, dental and vision insurance
- Flexible PTO
- Competitive 401(k) and RRSP program
- Paid parental leave
- Health & wellness initiatives
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