Job Title

About the Role //The Senior Workforce Management Lead will oversee a team responsible for developing accurate and timely forecasts, capacity plans, schedules, pre-day schedule management, intraday management, and post-day performance analysis in a multi-site environment. /This position is accountable for executing workforce strategy and achieving client goals and performance metrics. /Key responsibilities include reviewing completed forecasts, schedules, and plans developed by team members to ensure completion, accuracy, and adherence to standards. /Lead reviews of Workforce Management strategy to identify opportunities to improve utilization and develop new strategies to proactively respond to client needs. /Partner with Business Development, Operations, and Clients to develop new models to support staffing and volume changes. /Lead reviews of Call Center efficiency and customer service performance to ensure client needs and financial performance are met. /Partner with support functions to ensure that forecasting, planning, and scheduling tools/software are properly configured and maintained to support the Workforce Management team. /Lead the development of forecasts, resource plans, and schedules for new programs. /