Senior Manager - Workforce Management

Job description

Job Requisition ID # 26WD95144: Senior Manager – Workforce Management (CTS) Position overview: We are hiring a Senior Workforce Management (WFM) Manager to own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally. This role is accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance (real-time adherence / RTA), and WFM analytics. You will lead a high-performing, inclusive team and help maintain and modernize WFM processes and technology. You will partner closely with CTS leadership and vendor partners to deliver strong customer outcomes while optimizing the support agent experience. You will join the CTS Business Excellence (BE) team and report to the BE leader. The BE team includes Data & Analytics, Quality Assurance, and Workforce Management supporting CTS globally. This role has meaningful influence on CTS strategy, operations, and capacity planning. Rsponsibilities: - Own end-to-end WFM for CTS: forecasting, capacity planning, headcount/staffing models, hiring plan inputs, scheduling, intraday management (RTA), and performance reporting - Deliver staffing plans that balance SLA attainment, cost-to-serve, agent...