MINIMUM QUALIFICATIONS:

* Bachelor’s degree or equivalent practical experience.
* 5 years of experience identifying issues in processes and creating solutions,
and working with cross-functional teams to manage these changes.
* 5 years of experience building relationships with stakeholders or clients,
with experience in industry-standard WFM platforms (e.g., Verint, NICE,
Aspect).
* 5 years of experience in a customer or client-facing role.
* 3 years of experience in a contact center environment, including 2 years of
experience in a Workforce Management (WFM) role.
* 3 years of experience designing and executing global workforce planning
strategies, including the development of resource management systems,
processes, and tools.

PREFERRED QUALIFICATIONS:

* MBA or Master's degree.

* 5 years of operational management experience within a fast-paced enterprise
setting.
* Experience managing large-scale, dynamic technical projects involving
engaging resources, tight timelines, and shifting priorities.
* Ability to switch seamlessly between high-level strategic planning and




tactical execution.
* Solid communication and presentation skills to lead business reviews, align
priorities with senior leadership, and influence decision-making.
* Advanced analytical skills with a structured approach to solving complex
operational challenges and driving continuous process improvements.

ABOUT THE JOB:

In this role, you will lead the end-to-end distribution of incoming volume
demand, oversee vendor agent forecasting and scheduling, and maximize efficiency
using workforce optimization tools and processes. You will balance agent
capacity across multiple vendor sites while actively identifying opportunities
to boost productivity, enhance user value, and scale operations. Beyond daily
execution, you will help shape our long-term support strategy and drive
continuous improvement across key business processes.

Your role requires close collaboration with US-based cross-functional partn

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