Workforce management system project manager

The WFM Systems Project Manager is responsible for the administration, optimization, and strategic development of workforce management systems used to forecast, schedule, and monitor staffing across the organization. This role ensures that WFM technology supports business goals, drives operational efficiency, and provides accurate and actionable workforce insights. The ideal candidate will have deep knowledge of WFM platforms, computer programming language, strong analytical skills, and the ability to lead system implementations and upgrades.

• Oversee the configuration, maintenance, and performance of WFM systems (e.g., Legion/Compass).
• Partner with internal teams (e.g., IT, Operations, HR) to align WFM systems with business needs.
• Lead implementation and upgrade projects for WFM technologies.
• Ensure data accuracy across forecasting, scheduling, real‑time adherence (RTA), and reporting functions.
• Troubleshoot system issues and serve as the escalation point for WFM technology concerns.
• Design and deliver dashboards and reports for executive leadership and operations.
• Train WFM analysts and end‑users on system functionality and best practices.
• Optimize system processes and recommend automation opportunities to improve productivity.
• Maintain system documentation, including configuration guides and SOPs.
• Ensure compliance with internal policies and external regulations (e.g., labor laws, data security) and group level.
• Serve as a training resource for other analysts and business partners.

• Bachelor's degree in Business, Information Systems, Operations, or related field (or equivalent experience).
• 5+ years of experience in workforce management or contact center operation.
• 2+ years managing WFM systems or leading WFM technology initiative.
• Proficiency in one or more WFM platforms (e.g., Legion/Compass).
• Proficiency in scripting or programming languages such as SQL – for data querying, reporting, and troubleshooting, and Python – for automation, data manipulation, and custom integration.
• Strong understanding of forecasting, scheduling, and real‑time adherence.
• Excellent analytical and problem‑solving skills.
• Strong communication and stakeholder management skills.

• Experience with integrations between WFM systems and HR System.
• Project management experience or certification (e.g., PMP, Agile). Knowledge of SQL, Excel, or BI tools (e.g., Power BI, Tableau).