Responsible for building, managing, and owning workforce management strategy
Focus on long-term operations capacity planning, processes, and tool development
Ensure manpower planning and staffing strategies align with Everise objectives
Develop and implement workforce management processes to drive resource efficiency
Monitor and evaluate WFM performance metrics, providing insights and recommendations for continuous improvement

8+ years of experience in Workforce Management
Proven expertise in managing WFM processes for large-scale contact centers with over 5,000 agents
Advanced proficiency in contact center technologies such as Verint, Aspect, and Genesys
Demonstrated ability to lead and develop high-performing teams
Exceptional communication skills, with the ability to engage and align diverse stakeholders
Advanced proficiency in Excel and other data analysis tools
Familiarity with compliance standards and governance in WFM practices

Senior Director – Workforce Management

Key skills