Manager, Workforce Management Systems & Support

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Summary

The Manager, Workforce Management Systems & Support is responsible for designing, implementing, and supporting the global Workforce Management (WFM) technology strategy and roadmap that aligns with Customer Service business goals. This position requires close collaboration with regional WFM teams and global stakeholders—including Operations, Finance, Tech, Engineering, and Data Science—to support and optimize the core WFM platform and its integrated ecosystem of tools and adjuncts. The role is critical for optimizing forecasting, staffing, resource planning, and operational excellence across our global contact centers. You will lead a team of systems analysts, serving as both a hands-on expert and a strategic partner to internal and external stakeholders. In addition to platform administration, you will drive enablement, systems integration, data validation and integrity, and cross-functional initiatives that empower the CS organization to deliver on current and future needs. You will play a pivotal role in launching new modalities, integrating emerging technologies, and standardizing best practices across our vast, global agent network.

Responsibilities

• Lead a team responsible for the administration, technical enablement, and end-to-end support strategy for WFM applications and integrated systems for both internal stakeholders and outsourced BPO partners.
• Develop and maintain a strategic roadmap for WFM applications and related technologies, ensuring ongoing alignment with industry trends, business goals, and operational needs.
• Support the integration efforts of other 3rd party adjuncts and internal tools into the WFM application, including requirements gathering, validation, troubleshooting, and ongoing support.
• Validate the accuracy and integrity of data from upstream sources as it is ingested into the WFM application, ensuring that all information is represented correctly for operational and planning purposes. Collaborate closely with CS Data & Reporting, Data Science/Engineering, and other data owners to identify, investigate, and resolve any data discrepancies or integration issues.
• Serve as the primary point of contact for WFM platform data issues, ensuring that data presented in the WFM application is complete, accurate, and actionable, and escalating to the appropriate teams as needed.
• Contribute to the development of contact center strategies with an emphasis on streamlining both operational and WFM processes, creating efficiencies, and enabling scalable, globally standard workflows.
• Engage both internal and BPO WFM teams to gather insights and feedback, translating operational needs into impactful system features and technical solutions.
• Own the account relationship with 3rd party WFM vendors, working closely with their engineering, UX design, sales, and marketing teams to define product requirements, prioritize features, and facilitate successful launches and ongoing support.
• Provide subject matter expertise and leadership for strategic initiatives such as CCaaS and GenAI integrations and new site launches.
• Oversee user provisioning, profile audits, and user administration across multiple platforms; manage triage and resolution of technical issues, acting as the primary point of contact for integration challenges and routing requirements.
• Stay informed of customer service trends, regulatory requirements, and competitive offerings to guide our WFM technology and process decisions.
• Foster a culture of innovation, accountability, and continuous improvement within your team; set clear goals, provide coaching and feedback, and support professional growth and development.

Qualifications and Competencies

• BA/BS degree or equivalent work experience in a systems/application leadership role.
• 5+ years of experience working in large call centers that leverage 3rd party WFM applications.
• Extensive working knowledge of Workforce Management Platforms (Calabrio, NICE IEX, Aspect WFM, Teleopti, etc.) and their data structure.
• Demonstrated experience leading technology integration, enablement, and process improvement initiatives within WFM or related environments.
• Experience with data validation and ensuring data integrity within WFM or similar platforms; ability to coordinate with upstream data owners to resolve discrepancies.
• Strong math and PC skills; highly analytical and detail-oriented.
• Understanding of statistical methods and call center planning methodologies, specifically Erlang-C calculations.
• Ability to gather and combine complex data from multiple sources.
• Experience collaborating with cross-functional teams, including Prod