Workforce Management Lead - Contact Center Operations

Responsibilities

• Lead, coach, and mentor a team of WFM Analysts, providing guidance, career development, and performance feedback.
• Validate and approve forecasts and schedules, ensuring accuracy, consistency, and optimization against service-level goals.
• Serve as an escalation point for intraday or service-level risks and coordinate rapid response solutions.
• Oversee and optimize the execution of forecasting, scheduling, capacity planning, and real-time management activities across multiple business lines, while driving process standardization, automation, and best practice adoption across WFM systems and workflows.
• Partner closely with operations leaders to develop staffing recommendations, hiring strategies, and capacity adjustments.
• Deliver actionable reporting and insights to leadership on core WFM metrics including Service Level, ASA, Abandonment, Occupancy, Shrinkage, and Utilization.
• Collaborate cross-functionally with HR, Finance, and IT to align workforce planning with broader business objectives.
• Support the rollout and optimization of contact center platforms (NICE CXone, RingCentral, Zoom or similar).
• Contribute to continuous improvement efforts leveraging predictive analytics, NLP, and Machine Learning for advanced workforce modeling.

Qualifications

• Education Required: Bachelor’s degree in Business, Mathematics, Operations Management, Data Analytics, or a related field — or equivalent experience
• Preferred: Master’s degree in Business Analytics, Industrial Engineering, or related quantitative discipline
• Experience Required: 3+ years of Workforce Management experience in a multi-channel, high-volume contact center environment. 1+ years of leadership or team lead experience within WFM or Operations. Proven experience managing forecasting, scheduling, and intraday teams using modern WFM platforms.
• Preferred: Experience in multi-site or vendor-managed contact center operations. Exposure to AI, Natural Language Processing (NLP), or Machine Learning applications in workforce forecasting. Hands-on experience with NICE CXone / inContact, RingCentral, Zoom or similar telephony platforms.
• Advanced Excel, SQL, or scripting (Python, R) skills for analytics and automation.
• Knowledge, Skills, Abilities: Deep knowledge of WFM principles including Erlang-C modeling, capacity planning, shrinkage forecasting, and schedule optimization. Strong understanding of contact center KPIs and operational drivers. Analytical mindset with the ability to translate data into actionable business insights. Proficient in SQL and BI/reporting tools (Power BI, Tableau, Looker, etc.). Demonstrated ability to coach, motivate, and develop high-performing teams. Exceptional communication and interpersonal skills with the ability to influence across all levels of leadership. Strong organizational skills and ability to manage multiple projects in a fast-paced environment. Passion for process improvement, automation, and continuous learning.