Bachelor's degree or equivalent practical experience.
Candidates will typically have 5 years of experience working in Workforce Management roles in a contact center.
Experience building a workforce planning strategy at a global organization, including developing resource management systems, processes, and tools.
Experience managing data science or technical projects, with competing resources and priorities.
Preferred qualifications:
Experience working with and optimizing utilization of industry leading Workforce Management (WFM) tools (i.e., Verint, Aspect, NICE).
Ability to operate simultaneously and effectively in both tactical and strategic modes.
Ability to collaborate with internal stakeholders across different functions and geographies to manage change and drive continuous improvement initiatives.
Excellent communication skills and executive presence to lead performance review discussions and manage business priorities.
Excellent analytical and structured problem-solving capabilities.