Workforce Management, ED

Workforce Management Leader

This role owns the end-to-end Workforce Management (WFM) functional lifecycle for a regulated financial services contact center, spanning demand forecasting, capacity planning, staffing strategy, and schedule generation. The position leads, manages, and develops a team of 20+ WFM professionals, fostering a high-performance culture grounded in accountability, continuous improvement, and talent development. In partnership with senior business leaders, operations, product, technology, learning and development, and analytics teams, the role provides extensive reporting and data-driven insights that inform strategic decision-making, optimize resource utilization, and drive service excellence.

Supporting 10+ business units across both phone and digital (chat) channels, this role is responsible for aligning workforce strategies to evolving client demand, business priorities, and regulatory requirements. The position ensures service level commitments, compliance obligations, and client experience outcomes are consistently achieved—particularly during periods of market volatility, business growth, and operational transformation. Additionally, the role drives standardization of WFM practices, enhances forecasting accuracy, and continuously improves scheduling efficiency through advanced analytics, tooling, and process optimization.

Contact Center WFM Strategy & Ownership

• Own the end-to-end WFM lifecycle (forecasting, staffing, agent performance reporting, scheduling) for a high-volume, multi-skill financial services contact center.
• Ensure WFM strategies support client service commitments, regulatory requirements, and operational risk management and employee satisfaction
• Build a strong leadership bench by enabling, training, and empowering direct leaders and teams to execute core WFM functions, effectively delegating day-to-day ownership while maintaining oversight—allowing the role to focus on strategic direction, innovation, and enterprise-level workforce planning

Demand Forecasting & Staffing (Financial Services Context)

• Partner with business and operations leaders to understand demand drivers including:
• Market volatility and event-driven spikes
• Client lifecycle activity (onboarding, transfers, servicing)
• Regulatory, compliance, and complaint-driven work
• Seasonal call/chat patterns and volume mix shifts
• Design and govern forecasting workflows and operating models, including:
• Future headcount modeling
• Assumptions and labor standards
• Scenario modeling and stress-testing
• Market-event overrides and governance controls
• Deliver defensible, audit-ready demand forecasts and staffing plans that support service levels, speed of answer, and client experience.

Scheduling & Capacity Optimization

• Lead design and optimization of Genesys scheduling constructs, including:
• Rules, templates, shifts, skill-based routing, and optimization constraints
• Coverage strategies for licensed vs. non-licensed work
• Balancing efficiency with adherence to labor, compliance, and HR policies
• Real-time oversight, forecasting proposals strategies to solve on-demand service obstacles
• Ensure schedules support coverage, adherence, and regulatory consistency, especially during peak or high-risk periods.

Reporting, Analytics & Performance Transparency

• Define reporting and analytics requirements across:
• Forecast accuracy and bias
• Staffing vs. plan and capacity utilization
• Schedule adherence, coverage, and shrinkage
• Operational outcomes (e.g., service levels, abandon rates, client wait time)
• Partner and design Power BI–enabled dashboards and operational reporting used by frontline leaders and executives to track initiatives and agent performance

Enablement & Change Management

• Drive strategy and enablement for WFM analysts and contact center managers.
• Ensure WFM processes and tools are clearly understood, consistently applied, and adopted at scale.
• Operate within Agile delivery models, supporting structured change management in a regulated setting.

Leadership, Influence & Thought Partnership

• Serve as a strategic advisor to business and operations leaders—challenging legacy models and influencing decisions with data and insight.
• Brin…