Key job responsibilities
Key Job Responsibilities
• Drive end-to-end workforce management for the entire LMAQ space, designing and delivering short- and long-term labor planning strategies across all lines of business
• Own forecasting, planning, and execution to ensure operational performance meets or exceeds targets
• Build forecast models to drive headcount planning across spaces, programs, and sub-programs with high utilization, and cross-skilling optimization
• Manage headcount planning across the space, ensuring key programs and business needs are driven without impacting SLA, sustaining operational performance with the least churn for managers
• Ability to partner with multiple teams and build strong stakeholder relationships to drive HC planning for the LMAQ space
• Manage the VCC vs. B&M mix across sites, ensuring compliance, driving seating planning across sites, and driving key operational metrics like cross-site reporting, etc.
• Build a data-driven culture by championing automated solutions to drive LMAQ HC planning at a regular cadence with minimal effort
• Own end-to-end delivery of multiple projects focused on performance optimization and cost efficiency
• Guide the design, development, and maintenance of metrics, reports, analyses, and dashboards that inform key business decisions
• Work through and influence WFM leads and analysts across each space without direct authority, aligning them to a common planning and execution standard
• Demonstrate a strong eye for detail, uncovering trends, going beyond the obvious, and identifying root causes
• Thrive in ambiguous environments and proactively take on new challenges
• Influence hiring quality by raising the bar on interviewing standards across the organization
Basic qualifications
- 7+ years of program or project management experience- Experience using data and metrics to determine and drive improvements
- 7+ years of operational and/or retail management experience
- Experience owning program strategy, end-to-end delivery, and communicating results to senior leadership
Preferred qualifications
- 2+ years of driving process improvements experience- Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
- Advanced degree in a quantitative field or an MBA
- Ability to think strategically and drive the detailed execution of specific initiatives
- Experience with workforce management tools and platforms (e.g., NICE, Verint, or proprietary systems)
- Familiarity with capacity planning, scheduling optimization, or labor modeling at scale
- Track record of delivering measurable cost savings or efficiency improvements
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