Senior Program Manager (Workforce Management)

Remote • Posted 18 hours ago • Updated 18 hours ago

Contract W2

Contract Independent

Remote

$70 - $80/hr

Fitment

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Job Details

Skills

Workforce Management
CCaaS

Summary

Job Description

The Senior Program Manager Workforce Management leads enterprise WFM transformation initiatives across forecasting, scheduling, real-time management, reporting, and CCaaS integration. This role oversees multiple programs, drives measurable performance improvements, and embeds WFM as a strategic enabler of service delivery transformation.

Key Responsibilities

Lead and govern WFM programs aligned to organizational and service objectives
Redesign and optimize forecasting, scheduling, and real-time management processes
Drive improvements in forecast accuracy, schedule adherence, and SLA performance
Establish WFM governance, controls, and operating rhythms
Build automated dashboards and performance reporting
Define and lead CCaaS and WFM technology integrations in a multi-vendor environment
Develop long-term workforce and headcount strategies (12 24 months)
Lead and develop a team of ~15 analysts
Manage budgets, risks, dependencies, and stakeholder communication

Required Skills & Experience

8 10+ years in Workforce Management or Contact Center Operations leadership
Strong program and project management experience
Deep expertise in forecasting, scheduling, and real-time management
Experience with WFM and CCaaS platforms (NICE IEX, Verint, Avaya, Genesys, or similar)
Proven WFM transformation and change management experience
Strong analytics, reporting, and governance capabilities
Demonstrated people leadership and stakeholder management skills
Experience in multi-vendor environments
Lean / Six Sigma knowledge a plus

Education

Bachelor s degree in a technical or analytical field or equivalent experience

PMP or equivalent certification preferred

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: nexmo
Position Id: 8860860
Posted 18 hours ago

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Senior Program Manager (Workforce Management)

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Job Details

Skills

Summary

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