Related skills
workforce management data analysis ai data modeling bpo📋 Description
- Own end-to-end workforce strategy for Support: forecast, staffing, scheduling, and compliance.
- Lead a distributed WFM team; coach analysts to deliver forecasts, staffing plans, and metrics.
- Create and refine WFM models for internal and BPO teams; translate priorities into hiring and budgets.
- Collaborate with Support, Tech, Procurement, Enablement, and BPOs to optimize WFM tools and SLAs.
- Be the WFM SME; use data storytelling to influence leaders and drive workforce decisions.
- Lead and develop your team through coaching, mentoring, and growth opportunities.
🎯 Requirements
- 7+ years in Workforce Management (forecasting, modeling, scheduling, reporting).
- 5+ years in people management with remote/distributed teams.
- Strong communication and collaboration across all seniority levels.
- Experience with WFM tools like Playvox, Verint, Assembled.
- Experience with BPO partners for staffing and operations.
- Experience with AI assistants and support optimization tools.
- Excellent data modeling and analysis skills.
- Proven coaching/mentoring and career growth for teams.
🎁 Benefits
- Salary range: $120,000 - $174,000 USD
- Equity stake
- Flexible work environment (in-office or 100% remote)
- WFH stipend
- Unlimited PTO
- 401(k) matching
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