Sr. Program Manager
((Workforce Management Program manager))
Interview: two rounds of interview
Senior Program Managers are responsible for overseeing the achievement of larger organizational goals. They coordinate efforts between different projects without managing any one of them. Instead, they lead the overall program with strong attention to strategy, implementation, and delegation. Program managers are highly skilled professionals who help organizations stay on schedule, on spec, and ultimately on an upward trajectory of success and growth.
Responsibilities:
• Strategize, implement, and maintain program initiatives that adhere to organizational objectives
• Develop program assessment protocols for evaluation and improvement
• Maintain organizational standards of satisfaction, quality, and performance
• Oversee multiple project teams, ensuring program goals are reached
• Manage budget and funding channels for maximum productivity
• Work closely with project sponsor, cross-functional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives
• Manage program and project teams for optimal return-on-investment, and coordinate and delegate cross-project initiatives
• Identify key requirements needed from cross-functional teams and external vendors
• Develop and manage budget for projects and be accountable for delivering against established business goals/objectives
• Work with other program managers to identify risks and opportunities across multiple projects within the department
• Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders
Qualifications:
• Project Management Professional (PMP)
• Significant experience in an advanced management role
• Exceptional leadership, time management, facilitation, and organizational skills
• Outstanding working knowledge of change management principles and performance evaluation processes The Workforce Management Project Manager will lead the redesign and execution of WFM practices across forecasting, scheduling, real-time management, and reporting. This role is accountable for delivering measurable performance improvements, driving CCaaS integration, and aligning WFM capabilities with the future-state service model. The position requires strong leadership, operational expertise, and change management skills to embed WFM as a strategic enabler of service division transformation.
Operational Leadership
Lead end-to-end redesign of WFM processes (forecasting, scheduling, real-time management).
Implement prioritized improvements to enhance forecast accuracy, reduce schedule variance, and improve SLA attainment.
Establish iterative improvement backlog and manage delivery through weekly operating reviews.
Governance & Controls
Design and operationalize WFM governance, including data quality controls, schedule adherence monitoring, and exception management.
Reporting & Analytics
Rationalize existing reports and build automated dashboards for key metrics (forecast accuracy, SLA, AHT, occupancy, shrinkage, transfers, overtime).
Define data governance standards for sources, refresh cadences, and ownership.
Technology & CCaaS Integration
Define CCaaS requirements aligned with WFM outcomes (routing, skills/queues, IVR, workforce data).
Support multi-vendor strategy and lead rollout of additional CCaaS vendor.
Drive change management, training, and hypercare for technology adoption.
Strategic Workforce Planning
Design future-ready headcount strategy aligned with transformation goals and multi-vendor environment.
Develop long-term staffing models (12–24 months) and governance for ongoing adjustments.
Team Leadership
Provide leadership for ~15 analysts; set expectations and manage performance.
Implement development plans and operating rhythms fostering accountability and continuous improvement.
Skills: -
Advanced proficiency in WFM tools and analytics platforms.
Strong understanding of contact center operations and service delivery models.
Ability to coach and develop high-performing teams.
Proven track record in WFM transformation and process optimization.
Strong knowledge of scheduling, forecasting, and real-time management practices.
Experience with CCaaS platforms (Nice IEX, Verint, CMS, Avaya) and WFM technology integration.
Expertise in change management, stakeholder engagement. mulitple vendor strategies
Familiarity with Lean/Six Sigma or similar process improvement methodologies.
Excellent communication, facilitation, and leadership skills.
Education:
Bachelor's degree in Statistics, Mathematics or other technical field or equivalent experience is required.
Previous leadership and or Project/Management experience
8–10+ years of experience in Workforce Management or Operations leadership.
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