Senior Workforce Management (WFM) Subject Matter Expert

Kentro•Woodlawn, MD

1d•$120,000 - $130,000•Hybrid

About The Position

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.

Requirements

Extensive leadership experience focused specifically on Workforce Management operations within large, complex contact center environments (enterprise scale of 5,000+ agents highly preferred).
Deep functional and technical expertise utilizing Verint WFO for forecasting, scheduling, and performance management.
Proven experience operating within an Agile environment, including proficiency with project management and ticketing tools such as Jira or Agility.
Advanced proficiency in Microsoft Excel (e.g., complex formulas, pivot tables, macros, data modeling) for deep-dive analysis and custom reporting.
Exceptional verbal and written communication skills, with a proven track record of successfully presenting complex data and strategic plans to executive leadership.
US Citizen or Green card holder
Willing and able to obtain and maintain Public Trust Clearance
Must meet updated ID requirements: https://www.gsa.gov/technology/it-contract-vehicles-and-purchasing-programs/federal-credentialing-services/get-appointment-help/bring-required-documents
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.

Nice To Haves

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.

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.

Benefits

paid time off
healthcare benefits
supplemental benefits
401k including an employer match
discount perks
rewards
education reimbursement for certifications, degrees, or professional development
flexibility for you to take a course, complete a certification, or other professional growth and networking
funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations.
charity galas/events