Workforce Planning Manager

A company is looking for a Manager, Workforce Planning. Key Responsibilities Oversee forecasting, capacity planning, scheduling, and workload distribution to optimize staffing for service level agreements (SLA) Generate reports and dashboards to identify trends and optimize the effectiveness of omnichannel campaigns Guide front-line leadership in implementing initiatives and business objectives for outreach teams Required Qualifications Minimum of 10 years' experience in forecasting, scheduling, and planning in a contact center environment At least 5 years' experience leading a workforce management team Extensive experience in optimizing service levels and contact rates Experience with scheduling and load balancing in response to workload fluctuations Ability to adapt to change and implement quickly based on company needs