Senior Manager, Care Center Workforce Management

Role Overview

• Leads and is accountable for workforce management strategy, performance, and governance across Truist Care Centers
• Oversees workforce planning, forecasting, capacity management, and intraday performance for Care Center operations
• Establishes and enforces enterprise workforce management standards, controls, and policies
• Partners closely with Care Center Directors to influence execution of organizational change
• Ensures sustained service level performance across Care Center operations
• Directs intraday performance management during demand volatility, incidents, and high‑impact events
• Establishes workforce management policies governing forecasting, staffing, attendance, time off, and intraday controls
• Provides executive‑level reporting on performance trends, risks, and tradeoffs

Requirements

• Bachelor’s degree in Business or a related field, or equivalent relevant experience
• Ten years of experience in workforce management and or large‑scale contact center operations
• Demonstrated accountability for workforce performance impacting significant client populations and enterprise outcomes
• Proven experience establishing enterprise standards, controls, and policies
• Demonstrated ability to influence and align senior leaders through insights‑driven communication and clear decision framing
• Experience partnering with technology teams to shape application strategy and improve data quality
• Strong executive presence with the ability to make and defend high‑impact decisions while supporting collaboration and continuous improvement
• Strong written and verbal communication skills, including executive‑level reporting

Benefits

• Medical, dental, vision, life insurance
• Disability
• Accidental death and dismemberment
• Tax-preferred savings accounts
• 401k plan
• No less than 10 days of vacation
• 10 sick days
• Paid holidays