Senior Manager - Workforce Management

26WD95144

Position overview

We are hiring a Senior Workforce Management (WFM) Manager to own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally. This role is accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance (real-time adherence / RTA), and WFM analytics. You will lead a high-performing, inclusive team and help maintain and modernize WFM processes and technology. You will partner closely with CTS leadership and vendor partners to deliver strong customer outcomes while optimizing the support agent experience.

You will join the CTS Business Excellence (BE) team and report to the BE leader. The BE team includes Data & Analytics, Quality Assurance, and Workforce Management supporting CTS globally. This role has meaningful influence on CTS strategy, operations, and capacity planning.

Rsponsibilities

• Own end-to-end WFM for CTS: forecasting, capacity planning, headcount/staffing models, hiring plan inputs, scheduling, intraday management (RTA), and performance reporting
• Deliver staffing plans that balance SLA attainment, cost-to-serve, agent experience, and flexibility across all channels (e.g., voice, chat, email, ticketing)
• Build and maintain forecasting models leveraging historical volume, seasonality, product launches, promotions, outages/incidents, and business growth assumptions
• Lead short- and long-range planning (weekly/monthly/quarterly) including shrinkage assumptions, occupancy targets, and productivity drivers
• Oversee schedule strategy (shift design, full-time/part-time mix, split shifts, remote/hybrid rules, and time-off policies) to improve coverage and adherence
• Drive intraday governance: real-time monitoring, re-forecasting, schedule adjustments, and proactive communication to Operations
• Establish the WFM KPI framework and operating rhythm (e.g., forecast accuracy, schedule adherence, shrinkage, occupancy, service level/ASA, backlog, abandonment, and capacity utilization)
• Provide executive-ready insights (trend analysis, root cause analysis, scenario modeling, and recommendations)
• Lead WFM process maturity: documentation, standard work, training, and continuous improvement
• Own the WFM tooling strategy: configuration and administration partnership, upgrades, automation, AI Agents and vendor management
• Partner cross-functionally with CTS Operations, Finance, HR/Talent, Training, QA, Product/Engineering, and BI/Data teams

Minimum qualifications

• 10+ years of relevant workforce management / capacity planning experience in customer support, contact center, or similar operations (we typically see success in this role with 7–10 years)
• 5+ years of people leadership experience (managing WFM analysts, schedulers, and/or RTA functions), including coaching and performance development
• Deep expertise in forecasting (short- and long-range), staffing models, shrinkage, and occupancy
• Strong experience with scheduling strategy and multi-skill / multi-queue environments
• Strong experience with intraday/RTA operations and performance recovery
• Strong analytical skills (advanced Excel, SQL) with the ability to analyze large datasets and communicate insights clearly
• Demonstrated ability to influence senior stakeholders and drive outcomes in a dynamic, fast-changing environment

Preferred qualifications

• Experience supporting global and/or multi-site operations and managing time zone complexity
• Experience with omnichannel WFM (voice, chat, email, ticketing)
• Experience with modern WFM platforms such as Calabrio (or similar WFM tools)
• Familiarity with BI & CRM tools (e.g., Power BI, Salesforce) and/or data querying (SQL)
• Change management experience (process redesign, technology transitions, operating model improvements)
• Experience applying automation or AI-enabled features to improve WFM outcomes (e.g., forecasting enhancements, schedule optimization, proactive alerting)

Learn More

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