Own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally, accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance, and WFM analytics
Job Summary
Own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally, accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance, and WFM analytics.
Partner closely with CTS leadership and vendor partners to deliver strong customer outcomes while optimizing the support agent experience.
This role has meaningful influence on CTS strategy, operations, and capacity planning.
Matching Summary
Own and lead the WFM function for Customer Technical Support (CTS) end-to-end globally, accountable for forecast accuracy, capacity and staffing plans, schedules, intraday performance, and WFM analytics.
Skills & Requirements
Must-have
end-to-end WFM ownership
forecasting and capacity planning
intraday management and performance
WFM analytics and reporting
WFM tooling strategy
cross-functional partnership
Nice-to-have
global and multi-site operations
omnichannel WFM experience
applying automation or AI
change management experience
Key Requirements
10+ years workforce management experience
5+ years people leadership experience
Advanced Excel and SQL skills
Demonstrated ability to influence senior stakeholders