Note: The job is a remote job and is open to candidates in USA. HotFoot Recruiters is excited to partner with a leading financial services organization to fill the position of Senior Program Manager – Workforce Management (WFM). This role will lead enterprise-wide workforce management transformation initiatives, supporting forecasting, scheduling, real-time management, reporting, and CCaaS integration while enabling long-term service model transformation.
Responsibilities
- Lead enterprise-wide Workforce Management (WFM) transformation across forecasting, scheduling, real-time management, and reporting
- Drive measurable performance improvements in forecast accuracy, schedule adherence, and SLA attainment
- Establish WFM governance, controls, and data quality standards
- Oversee reporting, dashboards, and workforce analytics
- Define and support CCaaS requirements and multi-vendor technology integration
- Develop future-state workforce and headcount strategies with long-term staffing models
- Lead and develop a team of 15–17 analysts and partner cross-functionally with business stakeholders
- Manage program risks, priorities, and delivery through structured operating reviews
Skills
- Bachelor's degree in Statistics, Mathematics, Business, or a related technical field, or equivalent experience
- 8–10+ years of experience in Workforce Management, Operations leadership, or Program Management
- Advanced proficiency with WFM tools and analytics platforms
- Strong understanding of contact center operations and service delivery models
- Proven experience leading WFM transformation and process optimization initiatives
- Experience with CCaaS platforms (NICE IEX, Verint, CMS, Avaya) and technology integration
- Expertise in change management, stakeholder engagement, and multi-vendor strategies
- Familiarity with Lean, Six Sigma, or similar methodologies
- Authorized to work in the U.S. without sponsorship
- 3rd party call center experience preferred
- PMP certification preferred
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