Workforce Management, ED

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.

• 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.

• Partner with business and operations leaders to understand demand drivers including market volatility, client lifecycle activity, regulatory compliance, and seasonal patterns.
• Design and govern forecasting workflows and operating models, including headcount modeling, assumptions, labor standards, scenario modeling, and market-event overrides.
• Deliver defensible, audit-ready demand forecasts and staffing plans that support service levels, speed of answer, and client experience.

• Lead design and optimization of Genesys scheduling constructs, including rules, templates, shifts, skill-based routing, and optimization constraints.
• Ensure schedules support coverage, adherence, and regulatory consistency, especially during peak or high-risk periods.

• Define reporting and analytics requirements for forecast accuracy, staffing vs. plan, capacity utilization, schedule adherence, coverage, shrinkage, and operational outcomes.
• Partner with BI teams to design Power BI-enabled dashboards and operational reporting for leaders and executives.

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

• Serve as a strategic advisor to business and operations leaders, challenging legacy models and influencing decisions with data and insight.
• Bring forward best practices in financial‑services WFM, including preparation for market events and growth surges.
• Provide strategic direction, mentoring, and development to WFM team members, modeling strong judgment and ownership.

• 10+ years delivering Workforce Management solutions in contact center environments, with deep expertise in forecasting, staffing, and scheduling.
• 8+ years working with enterprise WFM scheduling constructs (rules, templates, shifts, optimization constraints).
• 8+ years hands‑on experience with Genesys WFM in a complex, multi-skill environment.
• 8+ years demonstrating strong stakeholder leadership, including…