Global Workforce Management Leader (Contact Center)

Job description

The Leader is the "air traffic controller" of the international service center. This role holds full operational and disciplinary responsibility for the workforce management (WFM) pipeline and intraday steering team. The primary objective is to balance customer demand with agent supply, maintaining high cost-efficiency (agent occupancy) while consistently meeting international Service Level Agreements (SLAs). This position is fully onsite at our Fort Lauderdale, FL location. Key Performance Indicators (KPIs) Balanced Steering Index: Maintain a highly optimized, weighted score that balances overall SLA Achievement with target Agent Occupancy (preventing both over-staffing and under-staffing). Multi-Horizon Forecast Accuracy: Keep volume and workload forecasting variance within a strict defined accuracy band. Proactive Shrinkage Mitigation: Timely escalation of shrinkage anomalies to the GOM with immediate capacity recovery plans. Requirements & Tech Stack Experience: 5+ years of workforce management (WFM) leadership experience, specifically managing multi-site, multi-queue routing environments. Systems: Advanced, hands-on administrative expertise in Verint WFM software (essential) and ACD telephony systems (e.g., Genesys, Avaya, Cisco).