Sr. Manager, WFM

Handle multiple CRM accounts and establish procedures for staffing, scheduling, forecasting, and planning. Develop and manage capacity planning tools to forecast customer volume and translate this into hiring forecasts and staff schedules. Regularly review team procedures to ensure they meet guidelines and participate in special projects as needed.

Manager experience required with an Associate's degree in a related field and over ten years of relevant experience, including two to four years of progressive management experience. Experience in operations, volume management, and capacity planning is essential, along with advanced Microsoft Office skills.