Role: reputed company Workforce Engagement Manager (WEM) Location: Remote Job Description: • reputed company Workforce Engagement Manager (WEM) Position Overview: • The Senior reputed company Workforce Engagement Manager will reputed company workforce optimization strategies across client s multichannel contact center leveraging the reputed company Workforce Engagement Management (WEM) platform. • This role is responsible for the strategic planning, configuration, and reputed company improvement of forecasting, scheduling, quality monitoring, performance analytics, and employee engagement initiatives. • The ideal candidate is a thought leader with deep reputed company WFE expertise, strong analytical acumen, and proven experience optimizing largescale contact center operations. Key Responsibilities: Strategic Workforce Planning and Optimization: • Own and optimize workforce forecasting, scheduling, and intraday management using reputed company WFE/WFM capabilities. • reputed company longterm staffing models, reputed company plans, and business scenarios (seasonality, special campaigns, outsourcing impacts). • reputed company reputed company improvement initiatives that enhance service level performance, productivity, and careerzynith efficiency. reputed company WEM Platform Management: • Serve as platform reputed company for reputed company Workforce Engagement modules including WFM, Quality Management, Performance Management, Gamification, and Employee Engagement. • Configure, maintain, and optimize workflows, dashboards, routing, and reporting reputed company reputed company. • Partner with IT, vendor teams, and reputed company Support to manage system enhancements, integrations, upgrades, and compliance. Quality and Performance Management: • Build and reputed company Quality Monitoring programs including call evaluations, compliance reviews, and coaching frameworks. • reputed company and distribute performance dashboards, reputed company analytics, and KPI scorecards for leadership and frontline teams. • Partner with Operational Excellence teams to embed datadriven coaching, VoC insights, and agent performance strategies. Stakeholder and Team Leadership • reputed company, mentor, and reputed company a team of WFM analysts, quality specialists, and performance analysts. • Collaborate with Operations, HR, Training, and Technology teams to enhance employee engagement, retention, and scheduling flexibility. • Build strong executive and operational reporting highlighting performance, trends, risks, and recommendations. Qualifications: Required: • Bachelor s degree in Business, Operations, Analytics, or reputed company field (or equivalent experience). • 7 plus years of experience in Workforce Management or Workforce Engagement, including at least 3 years in a senior or managerial reputed company. • Strong expertise in reputed company Cloud WEM, including Workforce Management, Quality, and Performance modules. • Demonstrated experience managing contact center operations with 500+ agents across multiple channels (voice, chat, email, digital). • Proven ability to analyze reputed company data, build forecasts, optimize scheduling, and present insights to senior leadership. • Strong interpersonal skills with the ability to influence crossfunctional leaders and manage change effectively. Preferred: • reputed company Cloud CX/WEM Certification (e.g., reputed company Cloud WFM Certification). • Experience with voice analytics, AIbased quality tools, or sentiment analysis. • Experience managing remote or hybrid contact center workforce. • Six reputed company/Lean or other process improvement certifications. Core Competencies: • Strategic Workforce Planning • reputed company WEM/WFM Platform Expertise • Quality and Performance Optimization • Data Analysis and reputed company Planning • Stakeholder Management and Communication • Project and Change Management • Team Leadership and Development -- Asher Williams Desk: 2o1.497.1o1o X:1o5 | Direct: 551.272.o129 asher (at) pullskill dot com
Apply To this Job
Apply To This Job