About this role

Forecasting automation: Build automated volume forecasting from Crescendo operational datasets.
Translate forecasts into staffing and headcount requirements.
Improve forecast accuracy through agentic self-improvement.
Design staffing logic supporting shared associates across partner programs.
Model cross-program capacity allocation.
Enable dynamic queue balancing across workloads.
Define how forecasts drive operational decisions inside Crescendo.
Build AI-first workforce planning workflows.

Direct Workforce Management experience is required.
Supporting capacity planning in CC / BPO environments.
Working with Erlang-based staffing logic.
Designing staffing models across queues or programs.
Supporting intraday planning or long-range forecasting workflows.
Implementing or integrating WFM platforms.
Experience with systems such as NICE, Verint, Genesys, Calabrio, Aspect or equivalent WFM environments.

Earn competitive pay while building a career with endless opportunities.
Enjoy remote work with the focus and flexibility to do your best work.
Grow in an environment that rewards ambition and sharp execution.
Thrive in a team environment where collaboration is the foundation of your success.
Be part of a people-first, values-driven organization.
Work with innovative global partners and diverse teams.

Product Manager, Agentic Forecasting, Workforce Intelligence

Key skills