Account Manager-Workforce Management-WFM

The Assistant Vice President of Workforce Management is responsible for leading the end-to-end workforce planning and operational execution to ensure optimal resource allocation that meets service level agreements and business objectives. This role involves developing and implementing advanced forecasting models, creating efficient scheduling strategies, and managing real-time adherence to maximize agent productivity and customer satisfaction.

The WFM AVP oversees a team of workforce analysts and planners, driving continuous improvement through data-driven insights, performance analytics, and capacity planning. They collaborate closely with operations, HR, and IT teams to align workforce strategies with organizational goals, support business growth, and manage labor costs effectively.

In addition, the role requires strong leadership to foster a culture of accountability and operational excellence, as well as the ability to communicate workforce management insights and recommendations to senior executives. The WFM AVP plays a critical role in enhancing the overall customer experience by ensuring the contact center is staffed efficiently to handle fluctuating demand while maintaining employee engagement and work-life balance.

Lead the development and execution of workforce management strategies to ensure optimal staffing levels that meet or exceed service level agreements (SLAs) and business goals.

Oversee forecasting, scheduling, and real-time adherence processes to maximize operational efficiency and agent productivity.

Manage and mentor a team of workforce planners, analysts, and operations coordinators to build a high-performing workforce management function.

Collaborate closely with operations and other department to align workforce plans with recruitment, training, and technology initiatives.

Drive continuous improvement initiatives using data analytics and performance metrics to optimize labor costs and improve service quality.

Develop and maintain advanced forecasting models and scheduling tools to predict call volume and resource requirements accurately.

Monitor real-time contact center performance, making proactive adjustments to staffing and workflows to respond to demand fluctuations.

Communicate workforce management insights and strategic recommendations to senior leadership and key stakeholders.

Ensure compliance with labor laws, internal policies, and industry best practices in scheduling and workforce management.

Lead change management efforts related to workforce planning technologies, processes, and organizational structure.

Foster a culture of accountability, collaboration, and employee engagement within the workforce management team.

Manage vendor relationships and evaluate workforce management software and tools for continual process enhancement.

• Candidate must possess at least a Bachelor's/College Degree
• 9 years minimum experience in Leading Workforce Management
• Proven track record of leading WFM at scale across geographies, business units, or enterprise clients
• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy, attention to details and strong presentation skills a must in this role
• Detail oriented with ability to deliver project deliverables with little supervision
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules and during weekends