Workforce Management Lead
Role Summary
The Workforce Management (WFM) Lead is responsible for designing, governing, and operating the enterprise WFM model supporting a large-scale, highly regulated pharma contact center environment. This role ensures accurate forecasting, efficient staffing, and real-time performance control across 2,300+ agents and 100+ Lines of Business (LOBs), while protecting service levels, cost efficiency, and regulatory obligations.
Key Responsibilities
Enterprise WFM Ownership: Own end-to-end WFM including forecasting, capacity planning, scheduling, intraday management, and reporting. Operate a centralized WFM Center of Excellence with embedded LOB support teams. Establish and enforce enterprise WFM standards and governance.
Genesys Platform Transition & Ownership: Lead transition to the Genesys platform including planning, data migration, validation, cutover, and post-go-live stabilization. Partner with IT, Telecom, and Operations to align routing, skills, and WFM configuration while maintaining service levels and compliance.
Forecasting & Capacity Planning: Build and maintain multi-skill, multi-channel, interval-level forecasts across clustered LOB families using Genesys WFM. Translate forecasts into hiring plans, training class sizes, and nesting models.
Scheduling & Optimization: Design schedules, shift templates, and skill-based staffing models within Genesys WFM. Balance service levels, occupancy, cost, and agent experience while meeting labor and contractual requirements.
Intraday & Real-Time Management: Lead centralized intraday operations using Genesys real-time tools. Execute rebalancing, skill movement, overtime and VTO strategies, and incident response.
Stakeholder Partnership & Compliance: Act as primary WFM partner to Operations, Program Management, Training, QA, and Compliance. Ensure WFM models support regulated workflows and maintain audit-ready documentation.
Performance & Continuous Improvement: Own WFM KPIs including forecast accuracy, adherence, occupancy, and service levels. Continuously refine Genesys models and leverage automation and analytics to reduce variance.
Experience & Qualifications- 4 + years of WFM leadership in large, complex contact center environments. Hands-on experience transitioning WFM and operations to the Genesys platform, with advanced expertise in Genesys WFM forecasting, scheduling, intraday management, and reporting. Proven experience supporting multi-LOB, multi-skill, regulated operations (pharma, healthcare, insurance, or financial services). Strong analytical and executive communication skills.
Measures of Success
Successful transition to Genesys with no material service level degradation; improved forecast accuracy and staffing efficiency; stable service level performance across all LOBs; high confidence from Operations and Compliance stakeholders.