Care Center Workforce Management Senior Manager

Truist Bank • Charlotte, NC

1d

About The Position

Leads and is accountable for workforce management strategy, performance, and governance across Truist Care Centers, with direct responsibility for service delivery and client experience outcomes at scale. Oversees workforce planning, forecasting, capacity management, and intraday performance for Care Center operations impacting a significant share of Truist client interactions. Establishes and enforces enterprise workforce management standards, controls, and policies to ensure consistent, reliable, and compliant performance. Serves as the enterprise partner for workforce management technology, shaping platform strategy, application roadmaps, and data quality. Models The Truist Way by driving sustained performance through disciplined execution, care for teammates, and a focus on outcomes that matter to clients.

Requirements

• Bachelor’s degree in Business or a related field, or equivalent relevant experience
• Ten years of experience in workforce management and or large‑scale contact center operations
• Demonstrated accountability for workforce performance impacting significant client populations and enterprise outcomes
• Proven experience establishing enterprise standards, controls, and policies
• Demonstrated ability to influence and align senior leaders through insights‑driven communication and clear decision framing
• Experience partnering with technology teams to shape application strategy and improve data quality
• Strong executive presence with the ability to make and defend high‑impact decisions while supporting collaboration and continuous improvement
• Strong written and verbal communication skills, including executive‑level reporting

Nice To Haves

• Experience leading workforce management at enterprise scale
• Experience governing performance standards across large, complex operations
• Deep expertise with workforce management platforms, analytics, and data integration
• Strength in quantitative analysis, financial modeling, and operational risk management

Responsibilities

• Leads and is accountable for Care Center workforce capacity and forecasting strategy and related performance outcomes
• Holds accountability for service performance, capacity alignment, and related client experience impact at scale
• Aligns workforce priorities to Care Center objectives, client experience commitments, and financial plans
• Partners closely with Care Center Directors to influence execution of organizational change and ensure service performance remains strong or improves through change
• Ensures sustained service level performance across Care Center operations through clear accountability and disciplined execution
• Leads long‑range, short‑term, and near‑term forecasting to support Care Center operations at scale
• Oversees capacity planning and staffing strategies balancing client experience, teammate experience, and financial efficiency
• Directs intraday performance management during demand volatility, incidents, and high‑impact events
• Ensures timely recovery actions when performance deviates from established targets, including clear tradeoffs and execution paths
• Establishes and enforces enterprise standards for forecast accuracy, schedule effectiveness, and intraday performance management across Truist Care Centers
• Defines control frameworks and performance thresholds to ensure consistency, reliability, and transparency of workforce outcomes
• Establishes workforce management policies governing forecasting, staffing, attendance, time off, and intraday controls
• Ensures workforce practices meet Truist risk, compliance, and governance expectations
• Holds accountability for workforce‑related outcomes including service level attainment, forecast accuracy, adherence, client wait time, abandonment, staffing efficiency, and cost to serve
• Identifies and mitigates systemic risks impacting Care Center performance and client experience, including readiness risks tied to volume shifts and operational change
• Oversees benefits realization for workforce initiatives including financial optimization, productivity gains, and client experience improvements
• Provides executive‑level reporting on performance trends, risks, and tradeoffs with clear recommendations and expected impact
• Serves as the enterprise partner for workforce management technology supporting Truist Care Centers
• Shapes application strategy and roadmap decisions to improve forecasting accuracy, scheduling effectiveness, intraday responsiveness, and usability
• Leads efforts to improve data quality, integration, and reporting to strengthen decision confidence and transparency
• Ensures workforce platforms scale reliably and support enterprise performance needs
• Establishes governance routines for workforce performance, risk, and improvement oversight
• Drives continuous improvement across forecasting, staffing, scheduling, and intraday processes
• Builds and leads a senior workforce management organization capable of sustained performance at scale
• Develops leaders with strong analytical rigor, operational judgment, and accountability for outcomes
• Models values‑aligned leadership that promotes engagement, care for teammates, transparency, and continuous learning

Benefits

• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees