🛠 Tech Stack

💼 About This Role

You'll lead the strategic direction of workforce planning across customer-facing functions, owning forecasting, capacity planning, and real-time management while scaling a high-performing WFM team. You'll drive forecast accuracy and operational excellence to optimize cost-to-serve and service quality.

🎯 What You'll Do

• Lead and scale a team of workforce analysts and schedulers across regions.
• Develop short-, mid-, and long-term capacity models aligned to business growth.
• Oversee real-time management and intraday performance across channels and geographies.
• Own the Assembled WFM platform, driving system enhancements and automation.

📋 Requirements

• 10+ years of Workforce Management experience in a customer-facing organization.
• 3+ years leading WFM teams at scale.
• Hands-on expertise with WFM platforms (Assembled preferred).
• Advanced proficiency in Excel or Google Sheets with strong modeling skills.

✨ Nice to Have

• Experience with BI tools such as Looker, Tableau, or Power BI.
• Experience in a remote-first, high-growth environment.