Not specified (suggested: hybrid based on the collaborative nature of the role).
5+ years workforce management experience
2+ years leadership in workforce planning
Proficiency with verint aspect nice iex genesys tools
Probe Group seeks a Senior Workforce Manager to lead workforce planning and optimization, ensuring business goals and service level agreements are met. The ideal candidate should have extensive experience in workforce management, particularly in contact center environments, and possess strong analytical and communication skills
Job Summary
The Senior Workforce Manager leads workforce planning and scheduling to ensure business goals and service level agreements are met across multiple channels.
This role involves managing forecasting, capacity planning, and staffing to optimize resource allocation while balancing employee satisfaction and cost efficiency.
Candidates will oversee real-time adherence, monitor agent performance, and mentor a team of analysts to address unexpected demand spikes.
Matching Summary
Match Score: 85
Probe Group seeks a Senior Workforce Manager to lead workforce planning and optimization, ensuring business goals and service level agreements are met. The ideal candidate should have extensive experience in workforce management, particularly in contact center environments, and possess strong analytical and communication skills.
Skills & Requirements
Must-have
5+ years workforce management experience
2+ years leadership in workforce planning
Proficiency with Verint Aspect NICE IEX Genesys tools
Strong analytical and forecasting skills
Experience with labor law compliance
Nice-to-have
Ability to translate data into actionable insights
Mentoring team of Real-Time Analysts
Knowledge of evolving workforce management technologies
Cross-functional collaboration with HR and Finance