Head of Workforce Management (WFM) for customer service operations(m/w/x)

Beschreibung

In this role, you will shape the global Workforce Management strategy for customer service, balancing strategic vision with hands-on execution. Your day-to-day responsibilities will involve optimizing staffing and service levels while leading a high-performing team.

Anforderungen

• •Bachelor's degree in Business, Finance, Economics, Statistics, or equivalent
• •Master's degree or MBA ideally
• •10+ years of progressive WFM experience
• •5+ years in leadership
• •Deep expertise in forecasting, scheduling, capacity planning, and real-time management
• •Strong analytical skills to translate complex data into actionable recommendations
• •Excellence in presenting complex information to senior stakeholders
• •Advanced proficiency in WFM tools such as NICE, Genesys, Verint, and Excel
• •SQL and cloud-based WFM experience as a plus

Aufgaben

• •Define and drive the long-term WFM strategy for customer service operations
• •Design and refine organizational structures to support business growth
• •Ensure accurate forecasting of contact volumes across all channels
• •Align capacity plans with business goals and budgets
• •Oversee scheduling and real-time management to optimize service levels
• •Optimize costs and enhance employee satisfaction
• •Identify and implement automation opportunities
• •Champion innovative WFM technologies
• •Lead, mentor, and develop a high-performing WFM team
• •Provide data-driven insights and reports to senior leadership

Tools & Technologien

Benefits