Senior Manager, Workforce Strategy

A company is looking for a Senior Manager, Workforce Strategy - RTA and Innovation.

Key Responsibilities

Own intraday and in-week SLA performance, identifying risks and ensuring accountability

Design and operationalize execution models for seamless real-time decision-making

Drive the innovation agenda for Workforce Management, focusing on automation and AI integration

Required Qualifications

7+ years of experience in Workforce Management or Support Operations

Proven track record of implementing and optimizing WFM tools and platforms

Experience in fast-paced, ambiguous environments with a focus on execution

Passion for innovation and automation, particularly with AI technologies

Strong analytical skills and proficiency with data tools (SQL, Excel, Tableau or similar)