Workforce Management Lead
VirtualVocations
Leading a team of analysts, the full-time remote Workforce Management Lead will oversee workforce optimization for inbound and outbound contact center operations, ensuring accurate forecasting, scheduling, and capacity planning while driving continuous improvement initiatives. Key responsibilities Lead, coach, and mentor WFM Analysts, providing guidance and performance feedback Validate and approve forecasts and schedules to optimize service-level goals Collaborate with operations leaders to develop staffing recommendations and capacity adjustments Required qualifications Bachelor's degree in Business, Mathematics, Operations Management, Data Analytics, or a related field 3+ years of Workforce Management experience in a multi-channel contact center environment 1+ years of leadership or team lead experience within WFM or Operations Proven experience managing forecasting and scheduling using modern WFM platforms Deep knowledge of WFM principles including capacity planning and schedule optimization
Vacancy posted 6 days ago
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