Sr Program Manager WFM

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This role will help shape the next generation of Workforce Management for Global Care, with a strong emphasis on data, reporting, and automation. It leads cross-functional programs that modernize manual planning processes-including reporting infrastructure, workflow automation, and data integration across systems such as Power BI, SharePoint, and Verint-while also managing traditional WFM program responsibilities such as influencing ramp strategy, OT target-hour reporting, providing shrinkage guidance, and supporting intraday productivity.

• Lead complex, cross-functional WFM initiatives from discovery and requirements through implementation, adoption, and continuous improvement.
• Partner with data, reporting, and IT teams to improve WFM's business intelligence, automation, and workflow capabilities across tools such as Power BI, SharePoint, and Verint.
• Develop and support reporting and decision-support solutions that reduce reliance on manual data pulls, recurring report creation, and senior-level intervention.
• Analyze operational and reporting data to identify trends, risks, opportunities, and actionable recommendations that inform workforce planning decisions.
• Identify repetitive or fragmented processes and design scalable solutions using workflow automation, Power Platform, scripting, AI-enabled tools, or other appropriate enterprise technologies.
• Support the ongoing health, accuracy, adoption, and continuous improvement of WFM reporting, data, and automation solutions as business needs evolve.
• Translate business needs into technical requirements and communicate complex data, findings, risks, and recommendations clearly to technical teams, business partners, and leadership.
• Manage program changes, dependencies, risks, vendor relationships, and cross-functional partnerships to ensure timely and effective delivery.

• Bachelor's Degree plus 5 years of related work experience OR Advanced degree with 3 years of related experience.
  Required
• Acceptable areas of study include Business, Finance, Economics, Sales, or related field.
  Required
• 4-7 years of experience in organizational programs, project management, analytics, systems, or related area.
• 2-4 years of supervisory or program-management experience.

• SQL - hands-on experience querying, transforming, validating, and troubleshooting data.
• Power BI - experience building data models, dashboards, visualizations, and back-end reporting solutions-not solely consuming existing reports.
• Workflow Automation - demonstrated experience identifying manual processes and developing scalable solutions using tools such as Power Automate, Power Apps, VBA, scripting, AI-assisted development, or comparable technologies.
• Database & Data Platforms - experience with relational databases, data structures, data quality, troubleshooting, and enterprise data platforms such as Snowflake, Databricks, or comparable technologies.

• SharePoint-based solution design, including workflow, intake, ticketing, document, or knowledge-management solutions.
• Experience with Verint or other Workforce Management platforms.
• Experience in Workforce Management, contact-center operations, or workforce analytics.
• Experience with APIs, integrations, UAT, and production implementation.
• Familiarity with AI-enabled tools supporting automation, analytics, and decision support.
• Microsoft Project, Workfront, Airtable, or comparable project/work-management tools.

• Program Management - demonstrated ability to lead complex initiatives across multiple teams and stakeholders.
• Analytics - demonstrated ability to interpret operational and reporting data, identify trends, and translate findings into business recommendations.
• Communication - ability to translate between business and technical audiences and communicate complex information clearly.
• Systems Thinking - ability to understand how data, technology, processes, people, and business decisions interact and design solutions that scale.
• Business & Technical…