Responsibilities: Work with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions. Define key metrics to provide managers with a solid understanding of business performance Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans Analyze and manage associate training and certifications, adjusting as needed to ensure staffing levels are achieved Establish reporting methods around key metrics related to WFM and ensure KPI’s are met Serve as the WFM system owner, working with the vendor and Corporate Director of WFM and WFM System Administrator on system issues and upgrades Work with internal audit, HR, and management teams to ensure compliance standards are being met Requirements Education Experience – Minimum Bachelor’s Degree (4-year College or University) 5+ Years Related Experience in BPO, Call Center, logistics or workforce management 3+ Years of leadership experience Work with management teams to oversee workforce optimization programs to ensure innovation and standardization of best practices across all divisions Analyze historical trends and future projections to create forecasting, scheduling, and staffing plans Analyze and manage associate training and certifications, adjusting as needed to ensure staffing levels are achieved Establish reporting methods around key metrics related to WFM and ensure KPI’s are met Work with internal audit, HR, and management teams to ensure compliance standards are being met Serve as the WFM system owner, working with the vendor and Corporate Director of WFM and WFM System Administrator on system issues and upgrades Benefits Health Care Plan (Medical, Dental & Vision) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Public Holidays) Family Leave (Maternity, Paternity) Short Term & Long Term Disability Training & Development