Sr. Program Manager

Responsibilities

• Lead enterprise-wide Workforce Management (WFM) transformation across forecasting, scheduling, real-time management, and reporting.
• Drive measurable performance improvements in forecast accuracy, schedule adherence, and SLA attainment.
• Establish WFM governance, controls, and data quality standards.
• Oversee reporting, dashboards, and workforce analytics.
• Define and support CCaaS requirements and multi-vendor technology integration.
• Develop future-state workforce and headcount strategies with long-term staffing models.
• Lead and develop a team of 15–17 analysts and partner cross-functionally with business stakeholders.
• Manage program risks, priorities, and delivery through structured operating reviews.

Qualifications

• Bachelor’s degree in Statistics, Mathematics, Business, or a related technical field, or equivalent experience.
• 8–10+ years of experience in Workforce Management, Operations leadership, or Program Management.
• Advanced proficiency with WFM tools and analytics platforms.
• Strong understanding of contact center operations and service delivery models.
• Proven experience leading WFM transformation and process optimization initiatives.
• Experience with CCaaS platforms (NICE IEX, Verint, CMS, Avaya) and technology integration.
• Expertise in change management, stakeholder engagement, and multi-vendor strategies.
• Familiarity with Lean, Six Sigma, or similar methodologies.
• 3rd party call center experience preferred.
• PMP certification preferred.
• Authorized to work in the U.S. without sponsorship.