Workforce Management Systems Project Manager
On-site · Chesapeake, Virginia, United States
Job Summary
Workforce Management Systems Project Manager responsible for the administration, optimization, and strategic development of workforce management systems used to forecast, schedule, and monitor staffing across the organization. Drive operational efficiency, ensure data accuracy across forecasting, scheduling, real-time adherence, and reporting; lead WFM technology implementations and upgrades; configure and maintain WFM systems (e.g., Legion/Compass); partner with IT, Operations, and HR to align WFM with business needs; design dashboards and reports for executive leadership; train WFM analysts and end-users; identify automation opportunities and maintain system documentation; ensure compliance with internal policies and external regulations (e.g., labor laws, data security).
Required Qualifications
- Bachelor's degree in business, Information Systems, Operations, or related field (or equivalent experience)
- 5+ years of experience in workforce management or contact center operations
- 2+ years managing WFM systems or leading WFM technology initiatives
- Proficiency in one or more WFM platforms (e.g., Legion/Compass)
- Proficiency in scripting or programming languages such as SQL, Python, JavaScript
- Strong forecasting, scheduling, and real-time adherence knowledge
- Excellent analytical and problem-solving skills
- Strong communication and stakeholder management skills
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