• Lead and manage a team of Workforce Analysts and/or Leaders, ensuring end-to-end service delivery across multiple campaigns or agent teams.
• Conduct regular performance feedback sessions with team members (monthly) to ensure alignment with goals.
• Establish key performance indicators (KPIs) and monitor compliance, performance, and risk, communicating results to the team.
• Analyze workforce data, develop action plans, and resolve service delivery or service level issues.
• Provide client-facing support and actively participate in business reviews.
• Use workforce management tools and mathematical models to optimize operations and team performance.
• Deliver clear presentations and reports using PowerPoint and Excel.

• Bachelor's degree in Business Administration, Operations Management, or related field (preferred).
• At least 5 years of experience in Workforce Management within a Contact Center environment.
• Minimum of 3 years in a managerial role overseeing Workforce Analysts and/or Leaders.
• Proven expertise in workforce management tools and applications, with mastery in workforce management mathematics.
• Strong communication, coordination, and leadership skills; assertive, detail-oriented, and results-driven.

Preferred Skills:

• Proficiency in PowerPoint and Excel.
• Ability to work under pressure and meet deadlines in a fast-paced environment.