Sr. Manager, Global WFM

Looking to make a difference overseeing a Workforce Management team in a global company with responsibility that spans multiple call center sites and interacts with leaders across our client portfolio? Our Senior Manager Global WFM is someone who uses their solid business acumen, call center WFM knowledge and labor utilization skills to be successful in this client facing, team building role.


In This Role You Will

• Manage a team of 10+ Workforce Analysts and Planners
• Create strategic recommendations to improve productivity while balancing service levels and costs
• Ensure designated sites are managing agent staffing requirements
• Develop, analysis and implement agent staffing plans including re-forecasting requirements
• Resolve Client escalated issues involving WFM
• Facilitate daily and weekly meetings among key stakeholders
• Own planning, design and implementation of a Workforce Management System, including the creation and implementation of processes
• Ensure reports showing key efficiency, performance, and quality metrics are accurate and available.
• Develop benchmarks using metrics, industry standards and original concepts
  
  
  

We are ooking for someone who:

• Earned a BA/BS or equivalent experience
• Has 5 years+ Contact Center Operations/ WFM experience with 2+ years in supervisory role
• Develops and motivates a team to succeed
• Solves problems with curiosity and creativity using strong technical documentation
• Focuses on continuous improvement and operational optimization
• Embraces challenges and change with superb listening, probing, negotiation and de-escalation skills
• Uses MS Office for data analysis and creating presentations
• Has experience problem solving in a client facing role
• Understands WFM Tools; IEX, eWFM, CMS, Canvas, Avaya, Geotel, etc.
• Can do whatever it takes in a 24x7 operating environment
  
  
  

About ResultsCX:
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30+-year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.