WFM Lead, NA Contact Center

Key Responsibilities

• Serve as the day-to-day functional lead for tenured WFM Analysts, providing direction, feedback, task prioritization, and quality oversight.
• Foster a culture of open communication, collaboration, accountability, continuous improvement, and data-driven decision-making.
• Serve as the WFM subject matter expert across multiple lines of business; lead stakeholder partnerships and represent WFM in senior-level discussions and cross-functional forums.
• Partner with AVP, Data & Workforce Analytics Manager to create detailed WFM procedures, best practices, identify and lead initiatives to streamline workforce processes, enhancements, and improve operational efficiency.
• Own and manage WFM key metrics such as volume and capacity forecast accuracy, schedule efficiency, productivity, etc.
• Works closely with management and other stakeholders to understand staffing requirements and deploy analytical techniques to create optimized schedules that balances business needs with employee preferences.
• Translate forecasts into staffing models and capacity plans that align headcount with service level targets.
• Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes.

Required Qualifications

• Bachelor’s degree in business, Finance, Statistics, Operations Management, or related field.
• 5+ years of workforce management experience in a contact center environment.
• Strong knowledge of Workforce Management practices including managing omnichannel environments (voice, chat, email, and/or back-office queues).
• Strong written and verbal communication skills with the ability to present complex data and strategies to executive leadership.
• Proficient in Microsoft Office, especially Excel and PowerPoint.
• Very strong analytical skills, with emphasis on forecasting.
• Experienced in complex problem-solving, judgment, critical thinking and decision-making.
• Strong planning, time management and organizational skills.
• Strong understanding of key contact center performance metrics, such as service level, AHT, adherence, etc.

Preferred Qualifications

• Experience utilizing Workforce Management software, specifically NICE CXone.
• Exposure to automation or advanced forecasting analytics (Python, R, or similar).
• Exposure to AI-enabled tools or emerging technologies that support workforce optimization, analytics, or process improvement.