Workforce Manager, Care Team

We are seeking a highly skilled and experienced WFM Manager to oversee and manage all aspects of workforce planning and analytics. The ideal candidate possesses in-depth knowledge of WFM forecasting and capacity planning in a complex omni channel environment and experience with regulatory standards and operational excellence. This position partners with operations, finance, facilities and innovation teams to build capacity plans, budgets and forecasts. The Manager is responsible for delivering accurate contact center forecasts including maintaining customer support resource planning, creation of shift bids to support the operational need, along with oversight of same day forecasting and staffing needs. The Manager Workforce Management provides expertise, leadership and support to execute the Customer Support Strategy with specific focus on Workforce Management Optimization and implementation. This role will lead teams to plan, create and execute long range contact center forecasts and day-of forecasting and staffing needs.