Senior Manager Customer CARE Workforce Management

Senior Manager Customer CARE Workforce Management

The Senior Manager Customer CARE Workforce Management is responsible for leading Workforce Management functions across forecasting, capacity planning, scheduling, and intraday operations for voice, digital, and back-office Customer operations. The role provides strategic and operational leadership to align workforce planning, staffing execution, operational performance, and service delivery with customer experience, employee experience, and financial goals. They'll serve as the centralized Workforce Management Leader for governance, operational stability, performance management, team development, and workforce transformation initiatives.

Responsibilities include:

• Lead Workforce Management functions, including forecasting, capacity planning, scheduling, and intraday operations teams supporting voice, digital, and back-office customer operations
• Establish Workforce Management standards, governance processes, and performance expectations aligned to operational and business objectives
• Oversee operational performance, staffing execution, service stability, and workforce support for Customer initiatives, product initiatives, disruptions, and high-volume events
• Support workforce budgeting, staffing models, capacity strategies, labor optimization, and efficiency initiatives
• Lead and develop Workforce Management Leaders and analysts through performance expectations, coaching, and development planning
• Create and sustain a high-performing and operationally disciplined Workforce Management Team culture
• Partner with Operations, Finance, Technology, Vendor Management, Strategy, Enablement, HR, and other stakeholders to support workforce and business objectives
• Identify and support workforce modernization, automation, AI-enabled tools, reporting, and continuous improvement initiatives
• Drive scalable Workforce Management models and execute AI-enabled customer call containment strategies consistent with operational needs
• May perform other job duties as directed by Employee's Leaders

Knowledge, Skills, and Abilities include:

• Knowledge of Workforce Management principles, operational performance management, and workforce governance practices
• Knowledge of forecasting, scheduling, capacity planning, and intraday operations in customer operations environments
• Skilled in labor optimization, workforce budgeting, staffing models, and capacity strategy support
• Skilled in analyzing operational, financial, and workforce data to support planning and decision-making
• Ability to lead Workforce Management leaders and analysts while setting clear expectations and development plans
• Ability to build cross-functional partnerships with Operations, Finance, Technology, Vendor Management, Strategy, Enablement, and HR
• Ability to oversee workforce support for customer initiatives, product initiatives, disruptions, and high-volume events
• Skilled in problem solving, decision making, communication, and operational planning
• Knowledge of Workforce Management platforms, reporting tools, automation capabilities, and AI-enabled workforce management tools

Education and Experience:

• Required:
  
  High School Diploma or GED
• Demonstrated experience in directly or indirectly leading team(s)
• Advanced level Business Acumen in functional area
• Seasoned and specialized knowledge in:
• Leading workforce management functions in a customer operations environment
• Overseeing forecasting, scheduling, capacity planning, and intraday operations activities
• Developing Leaders and analysts through performance expectations, coaching, and development planning
• Supporting workforce budgeting, staffing models, capacity strategies, and labor optimization initiatives
• Partnering with cross-functional stakeholders to support operational performance and service stability
• Leading or supporting workforce transformation, automation, AI-enabled tools, reporting, and continuous improvement initiatives
• Preferred:
  Experience in Aspect with forecasting and workload management
• Preferred:
  Experience in Tableau/Power BI Reporting, Call Routing, Future Skill, SQL, and Python
• Preferred:
  Experience in AI & Containment Analytics/Digital demand planning and containment…