Senior CX Workforce Manager

A company is looking for a Senior Customer Experience WFM Manager. Key Responsibilities Design and develop a comprehensive workforce management strategy in partnership with CX and Operations leadership Create forecasting and staffing models that adapt to various business dynamics Lead cross-functional workforce transformation initiatives and maintain alignment with key stakeholders on KPIs and resource allocation Required Qualifications 5+ years of progressive workforce management experience in multi-channel customer service environments 7+ years of experience in the Customer Experience space Proven track record of designing and implementing transformative WFM programs Experience analyzing unstructured data and building predictive models, including SQL proficiency Experience managing vendor relationships and owning a WFM tool

Apr 17, 2025 - 11:14

A company is looking for a Senior Customer Experience WFM Manager. Key Responsibilities Design and develop a comprehensive workforce management strategy in partnership with CX and Operations leadership Create forecasting and staffing models that adapt to various business dynamics Lead cross-functional workforce transformation initiatives and maintain alignment with key stakeholders on KPIs and resource allocation Required Qualifications 5+ years of progressive workforce management experience in multi-channel customer service environments 7+ years of experience in the Customer Experience space Proven track record of designing and implementing transformative WFM programs Experience analyzing unstructured data and building predictive models, including SQL proficiency Experience managing vendor relationships and owning a WFM tool