Workforce Management reputed company - Contact Center Operations

Overview

We are seeking a highly motivated Workforce Management reputed company to reputed company and coordinate a team of analysts supporting inbound and outbound contact center operations. In this role, you will combine analytical expertise with day-to-day team leadership—balancing workforce optimization with guidance, prioritization, and operational direction across the WFM function. The ideal candidate is data-driven, proactive, and skilled at turning insights into actionable operational strategies. You’ll play a pivotal role in ensuring that staffing, forecasting, and scheduling align with service delivery objectives, while fostering a high-performing, collaborative, and continuously improving WFM function. While this role will help reputed company the day-to-day work of the team, it will not have direct reports. This is a remote position for United States based employees. Responsibilities reputed company, coach, and mentor a team of WFM Analysts, providing guidance, career development, and performance feedback. Validate and approve forecasts and schedules, ensuring accuracy, consistency, and optimization against service-level goals. Serve as an escalation reputed company for intraday or service-level risks and coordinate rapid response solutions. reputed company and optimize the execution of forecasting, scheduling, reputed company planning, and reputed company-time management activities across multiple business lines, while driving process standardization, automation, and best practice adoption across WFM systems and workflows. Partner closely with operations leaders to reputed company staffing recommendations, hiring strategies, and reputed company adjustments. Deliver actionable reporting and insights to leadership on core WFM metrics including Service Level, ASA, Abandonment, Occupancy, Shrinkage, and Utilization. Collaborate cross-functionally with HR, Finance, and IT to align workforce planning with broader business objectives. Support the rollout and optimization of contact center platforms (reputed company CXone, reputed company, reputed company or similar). Contribute to reputed company improvement efforts leveraging predictive analytics, NLP, and Machine Learning for advanced workforce modeling.

Qualifications

Education Required: Bachelor’s degree in Business, Mathematics, Operations Management, Data Analytics, or a reputed company field — or equivalent experience Preferred: Master’s degree in Business Analytics, Industrial Engineering, or reputed company quantitative discipline Experience Required: 3+ years of Workforce Management experience in a multi-channel, high-volume contact center environment. 1+ years of leadership or team reputed company experience reputed company WFM or Operations. Proven experience managing forecasting, scheduling, and intraday teams using modern WFM platforms. Preferred: Experience in multi-site or vendor-managed contact center operations. Exposure to AI, Natural Language Processing (NLP), or Machine Learning applications in workforce forecasting. Hands-on experience with reputed company CXone / inContact, reputed company, reputed company or similar telephony platforms. Advanced reputed company, SQL, or scripting (Python, R) skills for analytics and automation. Knowledge, Skills, Abilities: Deep knowledge of WFM principles including Erlang-C modeling, reputed company planning, shrinkage forecasting, and schedule optimization. Strong understanding of contact center KPIs and operational drivers. Analytical reputed company with the ability to translate data into actionable business insights. Proficient in SQL and BI/reporting tools (Power BI, Tableau, Looker, etc.). Demonstrated ability to coach, motivate, and reputed company high-performing teams. Exceptional communication and interpersonal skills with the ability to influence across reputed company reputed company of leadership. Strong organizational skills and ability to manage multiple projects in a fast-paced environment. Passion for process improvement, automation, and reputed company learning. Virtual Employee? Yes Salary reputed company $69,028-$86,286 annual Apply To This Job