WFM Lead, NA Contact Center

Lead tenured WFM Analysts by providing direction, feedback, task prioritization, and quality oversight while fostering a culture of open communication and data-driven decision-making. Serve as the subject matter expert across multiple lines of business to lead stakeholder partnerships and represent WFM in senior-level discussions. Create detailed WFM procedures and best practices to streamline workforce processes, then translate forecasts into staffing models that align headcount with service level targets. Analyze performance data to recommend improvements to forecasts, schedules, and processes, ensuring optimized staffing that balances business needs with employee preferences. Manage key metrics including volume and capacity forecast accuracy, schedule efficiency, and productivity. Collaborate with the AVP, Data & Workforce Analytics Manager to establish initiatives that improve operational efficiency and elevate team performance.