Workforce Management Lead - Contact Center Operations
About The Position
We are seeking a highly motivated Workforce Management Lead to oversee and coordinate a team of analysts supporting inbound and outbound contact center operations. In this role, you will combine analytical expertise with day-to-day team leadership—balancing workforce optimization with guidance, prioritization, and operational direction across the WFM function. The ideal candidate is data-driven, proactive, and skilled at turning insights into actionable operational strategies. You’ll play a pivotal role in ensuring that staffing, forecasting, and scheduling align with service delivery objectives, while fostering a high-performing, collaborative, and continuously improving WFM function. While this role will help lead the day-to-day work of the team, it will not have direct reports. This is a remote position for United States based employees.
Requirements
- Bachelor’s degree in Business, Mathematics, Operations Management, Data Analytics, or a related field — or equivalent experience
- 3+ years of Workforce Management experience in a multi-channel, high-volume contact center environment.
- 1+ years of leadership or team lead experience within WFM or Operations.
- Proven experience managing forecasting, scheduling, and intraday teams using modern WFM platforms.
- Deep knowledge of WFM principles including Erlang-C modeling, capacity planning, shrinkage forecasting, and schedule optimization.
- Strong understanding of contact center KPIs and operational drivers.
- Analytical mindset with the ability to translate data into actionable business insights.
- Proficient in SQL and BI/reporting tools (Power BI, Tableau, Looker, etc.).
- Demonstrated ability to coach, motivate, and develop high-performing teams.
- Exceptional communication and interpersonal skills with the ability to influence across all levels of leadership.
- Strong organizational skills and ability to manage multiple projects in a fast-paced environment.
- Passion for process improvement, automation, and continuous learning.
Nice To Haves
- Master’s degree in Business Analytics, Industrial Engineering, or related quantitative discipline
- Experience in multi-site or vendor-managed contact center operations.
- Exposure to AI, Natural Language Processing (NLP), or Machine Learning applications in workforce forecasting.
- Hands-on experience with NICE CXone / inContact, RingCentral, DialPad or similar telephony platforms.
- Advanced Excel, SQL, or scripting (Python, R) skills for analytics and automation.
Responsibilities
- Lead, coach, and mentor a team of WFM Analysts, providing guidance, career development, and performance feedback.
- Validate and approve forecasts and schedules, ensuring accuracy, consistency, and optimization against service-level goals.
- Serve as an escalation point for intraday or service-level risks and coordinate rapid response solutions.
- Oversee and optimize the execution of forecasting, scheduling, capacity planning, and real-time management activities across multiple business lines, while driving process standardization, automation, and best practice adoption across WFM systems and workflows.
- Partner closely with operations leaders to develop staffing recommendations, hiring strategies, and capacity adjustments.
- Deliver actionable reporting and insights to leadership on core WFM metrics including Service Level, ASA, Abandonment, Occupancy, Shrinkage, and Utilization.
- Collaborate cross-functionally with HR, Finance, and IT to align workforce planning with broader business objectives.
- Support the rollout and optimization of contact center platforms (NICE CXone, RingCentral, DialPad or similar).
- Contribute to continuous improvement efforts leveraging predictive analytics, NLP, and Machine Learning for advanced workforce modeling.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
