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.
Deliver staffing plans that balance SLA attainment, cost-to-serve, agent experience, and flexibility across all channels, while overseeing schedule strategy to improve coverage and adherence.
Partner closely with CTS leadership and vendor partners to deliver strong customer outcomes while optimizing the support agent experience, joining the CTS Business Excellence (BE) team.
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 KPI framework
WFM tooling strategy
cross-functional partnership
Nice-to-have
global and multi-site operations
omnichannel WFM experience
modern WFM platforms
change management experience
AI-enabled WFM features
Key Requirements
10+ years workforce management experience
5+ years people leadership experience
Advanced Excel and SQL skills
Demonstrated ability to influence senior stakeholders