Global Workforce Management Leader (Contact Center) at Bo-Sch in Fort Lauderdale, FL, United States

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.

Responsibilities

• Multi-Horizon Planning: Oversee the end-to-end forecasting and capacity planning pipeline, managing dedicated planners to predict call volumes and staffing needs across short, mid, and long-term horizons.
• Schedule Ownership & Sign-off: Direct the agent scheduling process and sign off on final rosters across all regions, ensuring optimal coverage that respects local labor laws in the US, Costa Rica, and the Philippines.
• Tactical Intraday Command: Direct real-time steering. Holds absolute authority to instruct local operations to move agents between lines of business, queues, and countries during SLA emergencies (local operations are informed of moves, not negotiated with).
• Shrinkage & Risk Management: Monitor, track, and proactively flag shrinkage metrics (e.g., absenteeism, unplanned time off, meeting/training overhead) and escalate remediation plans directly to the GOM.
• Data-Driven Reporting: Provide daily, weekly, and monthly performance reviews analyzing SLA delivery, forecast accuracy, shrinkage impact, and agent occupancy levels to the GOM.

Requirements

• Qualifications
• 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).

Skills

Required

• Verint WFM software (essential)
• Statistical forecasting models
• Trend analysis
• Data-driven reporting
• Analytical skills
• Decision-making under pressure
• Assertive communication