Manager, Workforce Optimization

• Lead workforce planning, forecasting, scheduling, real-time performance management, process improvement, and business intelligence reporting • Partner closely with Operations, HR, Training, and other cross‑functional stakeholders to deliver actionable insights • Ensure schedules follow labor laws and company policies • Make staffing adjustments during the day based on volume, attendance, and performance • Track and report on forecast accuracy, staffing levels, and team performance Requirements Bachelor’s degree in Business, Operations Management, Mathematics, or a related field (or equivalent experience) 5+ years of progressive leadership experience in workforce management, operations analytics, process improvement, or business intelligence reporting within a contact center or similarly complex service environment, including at least 2 years in a supervisory or managerial capacity Experience in an omnichannel contact center environment Working knowledge of SQL, Power BI, Tableau, or similar business intelligence tools Familiarity with CRM or telephony systems (e.g., RingCentral, NICE, etc.) Knowledge of process improvement methodologies, such as Lean or Six Sigma Strong problem‑solving and analytical skills Demonstrated experience leveraging workforce management platforms (e.g., NICE IEX, CXOne, Verint, Genesys, Aspect, or equivalent) Clear communication skills and the ability to work well with different teams Advanced skills in Excel Hard Skills workforce planning forecasting scheduling performance management process improvement business intelligence reporting SQL Power BI Tableau Excel Soft Skills problem‑solving analytical skills clear communication collaboration #J-18808-Ljbffr