Job Title

Must Have Skills- Thinker with the ability to question status quo and design innovative solutions to drive efficiency. - Oversee and optimize workforce management strategies, including capacity planning, scheduling, and real-time operations. - Lead initiatives to enhance the efficiency and accuracy of WFM processes by leveraging the latest workforce management technologies. - Analyze data to provide actionable insights for strategic decision-making and tool optimization. - Collaborate with cross-functional teams to implement innovative workforce management solutions. - Conduct detailed discovery sessions and documentation to recommend transformational solutions that optimize delivery and drive efficiencies. - Design data workflows and ETL (Extract, Transform, Load) processes to minimize manual intervention and improve data accuracy and reliability. - Strong understanding of data privacy and compliance with relevant regulations (e.g., GDPR, CCPA). - Provide training and support to teams on new technologies and processes. - Ability to Monitor industry trends and emerging technologies to continuously improve workforce management capabilities. - Should be able to participate in evaluation, selection, and implementation of advanced WFM technologies and tools.Additional Requirements- Bachelor’s degree in Information Technology, Business Administration, or a related field; advanced degree preferred. - Proven experience in workforce management, technology transformation, or related roles within a call center or technical environment. - Detail-oriented and highly organized, with a proven ability to maintain accurate records and documentation. - Excellent communication and interpersonal skills for effective cross-departmental coordination. - In-depth knowledge of the technical industry and call center operations. - Strong project management skills, with the ability to manage multiple projects simultaneously and think strategically. - Proficient in workforce management tools such as IEX, Calabrio, Verint, Genesys, Avaya, and Amazon Connect. - Solid understanding of database management tools and working knowledge of SQL, NoSQL, and Oracle DB. - Familiarity with automation and visualization tools such as Power Automate, UiPath, and data visualization platforms. - Strong understanding of PMO principles and related tools to drive effective collaboration across the organization.