Sr. Manager, Workforce Management & Quality

Workforce Planning & Forecasting:

• Build and maintain accurate demand forecasts.
• Develop capacity models tied to SLAs.
• Establish utilization benchmarks and manage adherence.

Team Lead Management & Floor Performance:

• Standardize expectations for queue management.
• Implement consistent productivity and performance benchmarks.
• Ensure floor discipline and real-time operational control.

Quality Assurance & Coaching Excellence:

• Own and evolve the QA rubric and scoring methodology.
• Implement calibration processes to ensure scoring consistency.
• Tie quality performance directly to customer outcomes.