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Senior Manager, Workforce Management
Job in
Staten Island, Richmond County, New York, 10308, USA
Listed on 2026-03-05
Listing for:
Virtual Vocations Inc
Full Time
position Listed on 2026-03-05
Job specializations:
-
Management
Operations Manager, Program / Project Manager
Job Description & How to Apply Below
Key Responsibilities Build and maintain accurate demand forecasts and capacity models Directly manage Service Team Leads and ensure floor discipline and performance benchmarks Own and evolve the QA rubric and implement calibration processes for scoring consistency
Required Qualifications 7+ years of experience in Workforce Management, Service Operations, or Contact Center leadership Proven ownership of forecasting, capacity planning, and QA functions at scale Experience managing frontline leaders in high-volume environments Strong analytical skills with experience in building operational dashboards and reporting Deep familiarity with Zendesk and Twilio Flex preferred
Position Requirements
10+ Years
work experience
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