The Workforce Services Senior Manager will be responsible for overseeing and managing the Workforce Management (WFM), AP, and QA functional teams, ensuring seamless operations across all areas of responsibility.

• Manage the cost structure and budget for the WFM, AP, and QA functions.
• Support Command Center leads in sales and RFP activities, including development of sales materials, proposals, demos, and site tours.
• Identify opportunities to expand the WFM, AP, and QA service offerings into new contracts and accounts.
• Ensure timely and effective delivery across all contracts and service-level agreements (SLAs).
• Drive initiatives to reduce the cost to serve while seeking opportunities to optimize the shared services model.
• Lead efforts to industrialize and standardize processes across contracts, ensuring operational efficiency.

• 15+ years of experience, with a minimum of 7 years in leadership roles (managing managers or senior managers).
• Comprehensive expertise in Workforce Management (WFM)*, including RTA, Forecasting, Scheduling, and Capacity Planning.
• Proficiency in manual and tool-based forecasting, scheduling, and capacity planning — capable of building these processes from scratch.
• Strong strategic and operational skills with experience in managing service delivery in BPO or shared services environments.
• Excellent financial acumen with a focus on budget management and cost optimization.