The Workforce Manager is responsible for managing the WFM and AP/QA functional teams.

• Overall management of the WFM AP and QA cost structure and budget
• To support the Command Center leads for sales and RFP responses & responsible for supporting the sales process by assisting with development of sales material, quotes, demos, and tours.
• Responsible for looking for opportunities to expand the WFM AP and QA service offering into additional contracts.
• Responsible for delivery on all contracts / SLAs
• Focus on driving down cost to serve and looking for opportunities to expand the shared services model.
• Drive industrialization of BST across all contracts

• 15 years overall experience with at least 7 years in leadership capacity (managers/sr. managers as direct reports) – (BPO or non-BPO)
• Well rounded in all WFM aspects (RTA, Forecasting, Scheduling, Capacity Planning)
• For Forecasting, Scheduling, Capacity Planning – must be able to do it manually AND with a tool and create from scratch as well – Good to have