Role Overview

• Leads a team of Workforce Management (WFM) Supervisors and Analysts to provide operational support.
• Responsible for Workforce Management and service delivery to both internal and external stakeholders.
• Manages WFM teams across 3–5 client accounts, ensuring effective leadership, mentoring, and operational alignment.
• Oversees WFM processes, client KPIs, and financial performance in a multi‑site, multi‑platform environment.
• Acts as a checkpoint and reviewer of WFM practices, processes, and outputs to maintain quality and consistency.
• Partners closely with Operations to drive improvements, resolve issues, and implement strategic solutions.
• Ensures optimal staffing levels, occupancy, and resource utilization to maximize service delivery and seat efficiency while maintaining financial discipline.
• Develops processes, scorecards, and performance plans to strengthen team mana...