Senior Workforce Management (WFM) Subject Matter Expert

Overview Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers’ missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones. We are seeking a highly experienced and strategic Senior Workforce Management (WFM) Subject Matter Expert to play a pivotal role in supporting a large federal government agency. In this high-impact position, you will be instrumental in the ground-up development of a newly centralized Workforce Management group designed to support a nationwide network of over 5,000 contact center agents. As the primary WFM consultant and point of contact, you will drive the stand-up of this new team, establish foundational business processes, and work closely with executive leadership to ensure operational excellence and alignment with organizational goals. The ideal candidate brings extensive leadership experience in large-scale contact center operations and a deep technical understanding of enterprise WFM and WFO platforms. Location: Hybrid in Woodlawn, MD Salary Range: $120,000-130,000 annually. Factors influencing pay within this range include geography, market demand, skills, education, experience, and other qualifications of the successful candidate. Responsibilities Serve as the primary WFM consultant and subject matter expert for the centralized workforce management team during its foundational stand-up phase. Design, establish, and refine core business processes for the newly formed centralized WFM group. Develop, document, and maintain comprehensive Standard Operating Procedures (SOPs) for all WFM functions. Interact frequently with executive leadership, providing strategic guidance, executive briefings, and data-driven recommendations. Provide in-depth analysis and regular reporting to stakeholders on the progress, health, and maturity of the WFM team’s stand-up and ongoing operations. Implement and optimize daily operating rhythms and processes for the WFM reporting, scheduling, capacity planning, and forecasting teams. Oversee the development of short-term and long-term capacity plans, ensuring accurate forecasting models for a 5,000+ agent environment. Define and track key performance indicators (KPIs) such as shrinkage, schedule adherence, occupancy, and service levels across the enterprise. Identify operational gaps and drive continuous improvement initiatives to enhance resource utilization and customer experience. Qualifications Experience: Extensive leadership experience focused specifically on Workforce Management operations within large, complex contact center environments (enterprise scale of 5,000+ agents highly preferred). WFM Systems: Deep functional and technical expertise utilizing Verint WFO for forecasting, scheduling, and performance management. Methodology: Proven experience operating within an Agile environment, including proficiency with project management and ticketing tools such as Jira or Agility. Analytical Tools: Advanced proficiency in Microsoft Excel (e.g., complex formulas, pivot tables, macros, data modeling) for deep-dive analysis and custom reporting. Communication: Exceptional verbal and written communication skills, with a proven track record of successfully presenting complex data and strategic plans to executive leadership. Preferred Qualifications: Experience with Amazon Connect or other leading Contact Center as a Service (CCaaS) platforms. Previous experience consulting for or working directly with large federal government agencies. Advanced knowledge of data architecture and BI visualization tools (e.g., Tableau, Power BI) to automate WFM reporting. Clearance Requirement US Citizen or Green card holder. Willing and able to obtain and maintain Public Trust Clearance. Must meet updated ID requirements. If you do not currently meet the ID requirements outlined, you must be willing and able to update your current forms of ID in a timely manner to complete the suitability process successfully ( Benefits We offer a competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k with employer match, discount perks, rewards, and more. We invest in employees by offering education reimbursement for certifications, degrees, and professional development. Commitment Equal Opportunity Employment & VEVRAA. Kentro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to disability, status as a protected veteran, or any other status protected by applicable federal, state, or local law. #J-18808-Ljbffr