Workforce Management, ED
About the role
This role owns the end-to-end Workforce Management (WFM) functional lifecycle for a regulated financial services contact center, spanning demand forecasting, capacity planning, staffing strategy, and schedule generation. The position leads, manages, and develops a team of 20+ WFM professionals, fostering a high-performance culture grounded in accountability, continuous improvement, and talent development.
Responsibilities
Own the end-to-end WFM lifecycle (forecasting, staffing, agent performance reporting, scheduling) for a high-volume, multi-skill financial services contact center.
Ensure WFM strategies support client service commitments, regulatory requirements, and operational risk management and employee satisfaction.
Build a strong leadership bench by enabling, training, and empowering direct leaders and teams to execute core WFM functions, effectively delegating day-to-day ownership while maintaining oversight—allowing the role to focus on strategic direction, innovation, and enterprise-level workforce planning.
Partner with business and operations leaders to understand demand drivers including: Market volatility and event-driven spikes, Client lifecycle activity (onboarding, transfers, servicing), Regulatory, compliance, and complaint-driven work, Seasonal call/chat patterns and volume mix shifts.
Design and govern forecasting workflows and operating models, including: Future headcount modeling, Assumptions and labor standards, Scenario modeling and stress-testing, Market-event overrides and governance controls, Deliver defensible, audit-ready demand forecasts and staffing plans that support service levels, speed of answer, and client experience.
Lead design and optimization of Genesys scheduling constructs, including: Rules, templates, shifts, skill-based routing, and optimization constraints, Coverage strategies for licensed vs. non-licensed work, Balancing efficiency with adherence to labor, compliance, and HR policies, Real-time oversight, forecasting proposals strategies to solve on-demand service obstacles, Ensure schedules support coverage, adherence, and regulatory consistency, especially during peak or high-risk periods.
Define reporting and analytics requirements across: Forecast accuracy and bias, Staffing vs. plan and capacity utilization, Schedule adherence, coverage, and shrinkage, Operational outcomes (e.g., service levels, abandon rates, client wait time), Partner and design Power BI-enabled dashboards and operational reporting used by frontline leaders and executives to track initiatives and agent performance.
Enablement & Change Management: Drive strategy and enablement for WFM analysts and contact center managers. Ensure WFM processes and tools are clearly understood, consistently applied, and adopted at scale. Operate within Agile delivery models, supporting structured change management in a regulated setting.
Leadership, Influence & Thought Partnership: Serve as a strategic advisor to business and operations leaders—challenging legacy models and influencing decisions with data and insight. Bring forward best practices in financial-services WFM, including preparation for market events and growth surges. Provide strategic direction, mentoring, and development to WFM team members, model strong judgment and ownership.
Qualifications
10+ years delivering Workforce Management solutions in contact center environments, with deep expertise in forecasting, staffing, and scheduling.
8+ years working with enterprise WFM scheduling constructs (rules, templates, shifts, optimization constraints).
8+ years hands-on experience with Genesys WFM in a complex, multi-skill environment.
8+ years demonstrating strong stakeholder leadership, including executive-level communication and decision facilitation.
5+ years working in Agile environments, with demonstrated change-management capability.
5+ years of analytical problem-solving experience delivering scalable, risk-aware solutions.
5+ years demonstrating a growth mindset and developing others.
5+ years leading and managing multi-dimensional teams.
Preferred Qualifications
Experience supporting brokerage, wealth management, or bank-affiliated contact centers.
Experience with Power BI, Tableau, or Alteryx, and strong collaboration with BI teams.
Exposure to AI-enabled WFM, automation, or digital employee experience platforms.
Experience of operating in large, matrixed financial institutions.
Proven leadership of WFM strategy in high-growth or high-volatility environments.